Workshop Objective

This aims to equip operational administrative staff to safely and efficiently take actions where appropriate, and which may include forwarding correspondence to another member of the team, or passing letters to a GP for action if a clinical decision is required. It is a more advanced task than document processing or coding alone.

It requires support staff to have the requisite skills and confidence  to consistently make safe and informed decisions about how to code a letter and its contents in the patient record, how to use an approved protocol for deciding which letters need to be sent to a GP and with what level of urgency, and when to ask for help.

Workshop Price

Our Correspondence Management (Document Workflow) course programmes are designed to specifically match the needs of the practices in your CCG. Please contact us to discuss your exact requirements and pricing.

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Workshop Agenda

Level 1

By the end of this workshop delegates will have an overview and a clear understanding of the operational value and importance of “Correspondence Management”. Both for improving the patient journey and for helping their Practice to manage workload more effectively and efficiently.

This level promotes a shared understanding and  awareness of the potential positive impact of “Correspondence Management” on General Practice.

The topics that will be covered include;

  • Welcome, introductions and objectives
  • Where are we now ?
  • What is “Correspondence Management” ?
  • What are its benefits ?
  • How does it work ?
  • What may be some of the barriers to introducing this change?
  • What is Clinical Governance and why it is important?
  • How to ensure work and  information is progressed in a Safe, Efficient and Timely manner
  • How “Correspondence Management” improves the Patient experience
  • The importance of understanding Read Codes & medical terminology
  • How to recognise clinically relevant information within correspondence
  • How to process and action a letter to completion or forward to correct recipient
  • The importance of - Audit - feedback tools– Significant event reviews
  • Action Plan

Level 2

By the end of this workshop delegates will have an overview understanding of the Read coding, and medical terminology needed to enable them to fully contribute to the safe, practice application of “Correspondence Management”.

Delegates will also receive a number of standard checklists and templates which they will then be able to adapt for their Practice.

Level 2 incorporates an online assessment for each candidate taken in their own time at the practice.

The topics that will be covered include;

  • Welcome, introductions and objectives
    • Read Codes
    • Purpose
    • Definition
    • Structure
    • Episodicity
  • Common abbreviations
    • Codes derived from Secondary Care
  • Medical Terminology
    • Word structure and building blocks
    • Major body systems and organs
    • Common tests & investigations
  • Action Plan

Level 3

By the end of this workshop delegates will have both consolidated their learning from previous workshops and also grown their understanding of the importance, for patient safety ,of both working to protocols and learning from experience. Delegates will not only have time to learn, share and reflect but will also develop a personal action plan and some simple templates

Level 3 incorporates an on line assessment for each candidate taken in their own time at the practice.

The topics that will be covered include;

  • Welcome, introductions and objectives
  • What are we doing now ?
  • What is the required change ?
  • What is our route map ?
  • How to do this safely?
  • Managing potential risk – a 5 stage approach
  • The importance of Clinical Governance
    • GP Champion
  • Medico-legal considerations
  • How to work effectively and efficiently
  • The importance of protocols
    • What are they ?
    • What makes a good, safe, effective protocol ?
    • Knowing your limitations
    • Reviewing a simple protocol
  • The Importance of the audit cycle/feedback cycle
    • Who is responsible for what ?
    • Compliance with CQC’s 5 key questions
    • Learning from experience and the the PDSA cycle
  • Action Plan

Level 4

By the end of this workshop delegates will have an overview and a clear understanding of the continuing operational value and importance of “Correspondence Management” and how to sustain and improve this approach for their Practice.

There is also a train-the-trainer element to the workshop to enable delegates to train newcomers to their Practices into the future.

The topics that will be covered include;

  • Welcome, introductions and objectives
  • The benefits of “Correspondence Management”
  • The potential barriers to sustaining this approach
  • How to overcome such barriers
  • How to deal with common issues and problems –  learning from experience
  • How to promote and cultivate an improvement culture
  • Identifying potential training needs – a TNA
  • Coaching for sustained high performance
  • The value of a patient’s eye view
  • How to deliver effective training
    • Effective communication skills
    • How people learn best
    • The importance of effective induction
  • The importance of a support and advice structure
  • Review, for learning points, a number of operational case studies
  • Action Plan

GP Champion

By the end of this workshop delegates will have an overview and a clear understanding of the operational value and importance of Correspondence Management. Both for improving the patient journey and for helping their Practice to manage workload more effectively and efficiently.

This level promotes a shared understanding and  awareness of the potential positive impact of Correspondence Management on General Practice.

The topics that will be covered include;

  • What is Correspondence Management ?
  • What are its benefits and how does it work?
  • Why Clinical Governance is important
  • Safe, efficient and timely  processing of information
  • Will it affect indemnity?
  • Responsibilities as Partners and the importance of:
    • Audit and feedback tools
    • Significant event reviews
  • The Next Steps