Correspondance management /workflow optimisation

Practice Managers Association
Delivery Method: Face-to-face

One of the great strengths of UK general practice is its diversity and its adaptability. So one size will not fit all when it comes to the future shape and work of primary care. But, Correspondence Management represents a new method of working, enabling a more streamlined GP workload, releasing valuable GP time, it will improve access to services and will improve patient satisfaction. It is achieved by training non-clinical staff to manage all incoming documentation including clinical correspondence and safely redirecting only the most appropriate information to GP’s.

Staff trained in Correspondence Management will read, code and action all other necessary work against a framework based on robust protocols agreed within the practice and in so doing will free up GP time and improve the use of resources throughout the practice. It will require change – both in terms roles and responsibilities.

  • Duration: All day

  • Location: On-site/locally

Who should attend?

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.
  • General Practitioners
  • Practice Managers
  • Senior Practice Nurses
  • GP Administrator Managers


Effective Correspondence Management will help to deliver QoF, National, Directed and Locally Enhanced Service targets by capturing all relevant uncoded data at the earliest opportunity. This will lead to a reduction in the need for appointments as tests and procedures carried out elsewhere are quickly identified, reducing duplications.

Correspondence Management also provides a mechanism and routemap to develop the skills and career paths of non- clinical staff. Practice staff will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake CM are valuable in other new non-traditional roles such as Active Signposting, HCA and Care Navigation.

With relevant IT shared care agreements in place, a team of CM trained staff can support a number of practices from one ‘hub’ or host site. It can enable a consistent approach to data management across a given locality or CCG area. This will assist in the delivery of area wide health care outcomes. CM also has the potential for streamlining services by managing resources across multiple practices.

The day will be tailored towards particular CCGs or Federations key drivers and will be interactive to ensure that the outcomes of the day are directly applicable to the practices participating in the session.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.


Registration & Coffee


Welcome & Introduction


Learning Objectives

  • Understand how Correspondence Management works
  • Help staff gain skills and confidence to deliver Document Management
  • Understand the Benefits and Risks
  • Understand what changes are necessary for successful implementation for:
    • administrators
    • clinical staff
    • patient safety
  • Understand the need for capturing data at the earliest opportunity / templates and Read coding
  • Understand the need for agreed robust protocols and flowcharts
  • Understand the need for robust auditing and ongoing reviews
  • To help practices formulate a plan for implementation
  • To help localities implement Correspondence Management across clusters of practices


Introduction to Correspondence Management

This session will discuss how Correspondence Management is now a recognised tool to help meet the growing challenges of GP Practice.

  • Discuss what effective Correspondence Management will look like
  • Discuss Benefits & Risks


All about you

This session will reinforcement why your experience matters – and prepare you for the changes

  • Discuss current work patterns/duties/policies and process’s – QoF, ES, Contract targets
  • Are staff confident, feel skilled enough to start,
  • Identify risks, obstacles and barriers to Correspondence Management
  • How familiar are staff following protocols and working on their own?


Understanding Medical Terminology

  • Brief over view of basic Medical Terminology
  • Common words/ phrases / abbreviations used in General Practice




Group Work & Practical Sessions to explore Correspondence Management methods

  • Top 5 frequent letters
  • Workflow Optimisation Flow charts / protocols / Read Codes / templates
  • Correspondence – what’s ok to be coded and filed
  • And letters that needs to be ‘workflowed’?
  • What actions to take




Group Work & Practical sessions to explore Correspondence Management methods

  • Importance of recording actions
  • What happens next
  • Managing queries
  • Support in practice


Managing Risk

  • The Audit Process
  • The Reporting Process SE/CI
  • The MDU perspective




Next Steps – Planning to implement Correspondence Management in practice & future opportunities

  • What will need to happen back in your practices for you to implement your new role?
  • What will need to happen back in your practices to support your new role?
  • Create an overview of a Practice Plan
  • How long will it take?
  • Working at scale with and for other practices


Review of Learning Objectives and Concerns





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