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Every now and again I get asked by PCT staff what they should be doing to succeed as a support service. My advice always has been to think of the GP as the customer/client and so rather than doing things "to" the GP it is now "for" the GP.

This means that whilst there may be one process the dealing of the consequences of that process needs to be tailored to the audience.

I have met some GPs who want it all, some who like numbers, some who like words, most just want the material exceptions and so forth. Also some want it in paper, some by email (to their home email rather than practice email if important), verbally etc.

If we don't tailor the message to the audience (i.e. the GP remembering that each GP/Practice is different) then we won't engage that audience and clinical commissioning will essentially be done by the few that like the process that is in place with the remainder either at worst disengaging (assuming they engaged in the first place) or struggling to engage.

Finally have to remember that a lot of this is going to land on the Practice Managers desk and they can quite often be busier than the GPs...