Correspondence Management & Workflow Optimisation (PMA)

Course Content:-

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

• Discuss how recent technological changes have affected the traditional roles of administrators / support staff.
• Discuss how recent technological changes have affected the way patients interact with practices – E-consult, Klinic etc.
• Discuss what effective Correspondence Management will look like
• Discuss Benefits & Risks 
• 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?

 This session will prepare you to undertake safe Correspondence Management

• Understand the 4 Principles and the 5 Processes of Document Management
• Understand the importance of applying Protocols 

Understanding Medical Terminology

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

   Practical Sessions to explore Correspondence Management methods

• Using anonymised letters, delegates will process documents
• 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

 Correspondence Management methods

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

Managing Risk and Audit 

• 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?