🎙 What could the future of the GP practice front desk look like?

In this episode of The Halfway Point podcast, Ben is joined by Alina and Evan from QuantumLoopAI, to explore Emma, their Virtual Receptionist, and how technology like this could support practices with one of their biggest challenges: managing patient access.

We explore how Emma works alongside existing reception teams, the types of conversations she can handle, and what happens when a patient needs to speak to a person. We also discuss the patient experience, digital inclusion and how the technology copes with the huge variety of regional accents, dialects and communication needs found across the UK.

Importantly, we look beyond the technology itself. We discuss Information Governance, data protection, clinical safety and ongoing oversight, including the questions Practice Managers should be asking before introducing a virtual receptionist into their practice.

Alina and Evan also share what they are hearing directly from practices, the problems teams are trying to solve and how practices can measure whether technology is genuinely reducing workload rather than simply moving it somewhere else.

Finally, we look ahead to how the GP practice front door could evolve over the next few years and ask whether the lines between telephone, digital access and automation might eventually begin to disappear.

Sensitive Content Notice: This episode contains brief references to suicidal thoughts or intent, which some listeners may find sensitive. If anything discussed in this episode affects you, The Samaritans are there to listen, 24 hours a day, 7 days a week by calling 116 123.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ You can find more information on our upcoming Practice Manager Conference in Salisbury at https://locumpm.co.uk/event/pm-conference-salisbury.

💌 You can stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 Making general practice more sustainable doesn't have to mean making huge changes overnight. Often, it's the small, practical improvements that can collectively make the biggest difference.

In this episode of The Halfway Point podcast, Ben Scorer is joined by Freya Keith from Dene Healthcare to explore how practices can take realistic steps towards becoming greener, more sustainable organisations.

Drawing on her previous experience as a Practice Manager, Freya understands the challenge of introducing new initiatives alongside the everyday pressures of running a busy practice. We explore the NHS Green Practice Toolkit, where practices can begin their sustainability journey and how small changes around waste, procurement and everyday working practices can have a positive impact.

Whether your practice already has a sustainability plan or you're wondering where to begin, this episode is a reminder that you don't have to change everything at once. Small changes really can have a big impact.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ You can find more information on our upcoming Practice Manager Conference in Salisbury at https://locumpm.co.uk/upcoming-events.

💌 You can stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 What does being CQC ready actually mean? And is there a better way to prepare than simply carrying out a mock inspection?

In this episode of The Halfway Point podcast, Ben Scorer is joined by Ella Thompson, Locum PM Associate, to explore a practical approach to CQC readiness. One that starts by understanding where your practice is now, identifying the gaps and deciding what needs to happen next.

We discuss the benefits of reviewing a practice while it is live and operational, why an external pair of eyes can spot things teams may have become accustomed to, and the importance of looking beyond policies to understand what actually happens day-to-day.

Ella also shares some of what she has learned from supporting practices with CQC preparation, including common areas where practices can strengthen their governance, evidence and processes.

Most importantly, we explore why CQC readiness shouldn't just be about passing an inspection. It should be about building safe, effective and well-led systems that work every day.

We also look ahead to the Locum PM Preston Practice Management Conference on Thursday 10th September, where Ella will be continuing the conversation around getting ready for CQC. Tickets are still available, with a full day of practical sessions designed for Practice Managers, deputies, GP Partners, business managers and other primary care leaders.

🎧 The Halfway Point podcast. Practical conversations for primary care.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ You can find more information on our upcoming Practice Manager Conferences: https://locumpm.co.uk/upcoming-events.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 Time is one of the most valuable resources in general practice, and increasingly one of the hardest to find.

In this episode of The Halfway Point podcast, Ben is joined by James Aitman from JifJaff to explore how intelligent automation can help practices reduce repetitive work, improve patient journeys and give valuable time back to clinical and administrative teams.

Using MyBotGP as a real-world example, we discuss what good automation looks like in general practice, the processes that can be automated safely and where human judgement and interaction remain essential. We also explore how automation can support reception and administrative teams, improve consistency, release capacity and ultimately allow practice teams to spend more time on the things that really matter.

But introducing automation isn't simply about adding another piece of technology. James shares his thoughts on implementation, staff engagement, patient safety, governance and how practices can make sure automation genuinely solves a problem rather than creating another one.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ You can find more information on our upcoming PM Conferences on our Events page: https://locumpm.co.uk/upcoming-events.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 As general practice continues to evolve, many surgeries are working more closely with external providers to expand services, improve access and make the best use of the wider primary care workforce. But how can practices do this safely, effectively and with confidence?

In this episode of The Halfway Point podcast, Ben is joined by Catherine Bird, Director of Clinical Governance, Quality and Safety at Promni Health.

With extensive experience in clinical governance and quality assurance, Catherine shares practical advice on how practices can successfully work alongside trusted healthcare partners while maintaining high standards of patient safety, governance and continuity of care.

Together, we explore what good governance looks like when services are delivered collaboratively, the responsibilities practices should consider, and how strong partnerships can ultimately improve the patient experience.

Whether your practice already works with external providers, or you’re considering new ways of expanding services, this episode offers practical insights to help you build effective partnerships with confidence.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ You can find more information on our upcoming PM Conferences on our Events page: https://locumpm.co.uk/upcoming-events.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 Every day, non-clinical staff are the first point of contact for patients accessing general practice. A warm welcome, thoughtful communication and a little understanding can make all the difference.

In this episode of The Halfway Point, Ben Scorer is joined by Malou Bengtsson-Wheeler and Vikki Feltham from Changing Faces to explore how practices can better support people with a visible difference.

More than one million people in the UK are living with a visible difference caused by a condition, injury, treatment or birthmark. For many, access to healthcare can be affected not only by their clinical needs but also by assumptions, communication barriers, and the way services are designed.

Together, Ben, Malou and Vikki discuss the importance of seeing the person before the condition, how non-clinical teams can create a more inclusive and welcoming experience, and the practical steps practices can take to ensure every patient feels respected, understood and supported.

This episode reminds us that great patient care begins long before a clinical consultation. Sometimes, the smallest changes in how we communicate and support people can have the biggest impact.

As always, if you've enjoyed this episode, please subscribe, leave a review and share it with colleagues across primary care.

*****

Full resources and the show notes for this episode are available at https://locumpm.co.uk/the-halfway-point.

ℹ️ More information on Locum PM’s training courses, conferences and how we support practices can be found at https://locumpm.co.uk.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 General practice has always evolved, but the pace of change has never been greater.

As practices navigate partner retirements, workforce pressures, Primary Care Networks, federations and the growing focus on neighbourhood working, strong governance and the right legal foundations have become more important than ever.

In this episode of The Halfway Point, Ben Scorer is joined by Alison Oliver, Partner at Sintons LLP, to explore how primary care organisations can successfully adapt to an increasingly collaborative NHS.

Together, they discuss why investing in specialist legal advice early can prevent costly problems later, the importance of maintaining stable partnerships through robust partnership agreements and effective succession planning, and how practices can confidently work alongside PCNs, federations and emerging neighbourhood teams.

Whether you're a Practice Manager, GP Partner, PCN Clinical Director or involved in leading collaborative working across primary care, this episode offers practical insights into the governance, structures and relationships that underpin successful organisations.

*****

ℹ️ Full resources and the show notes for this episode can be found at https://locumpm.co.uk/the-halfway-point.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 Change has always been part of general practice. But for many Primary Care leaders, the pace and scale of change has never felt greater.

In this episode of The Halfway Point, Ben Scorer is joined by Danielle Hann, Director of GPMplus, to explore what effective leadership looks like in an environment shaped by workforce pressures, financial challenges, digital transformation, neighbourhood working and ongoing NHS reform.

Together, they discuss the difference between simply managing change and truly leading people through it. From supporting teams during uncertain times to identifying opportunities for innovation and growth, this conversation focuses on the practical realities facing Practice Managers and Primary Care leaders today.

Drawing on Danielle's experience supporting practices across the country, the episode explores the leadership behaviours, skills and mindsets that help organisations remain resilient and adaptable, even during periods of significant change.

Whether you're new to primary care leadership or have years of experience behind you, this episode offers practical insights, reassurance and encouragement for anyone helping to shape the future of general practice.

*****

ℹ️ Full resources and the show notes for this episode can be found at https://locumpm.co.uk/the-halfway-point.

☕️ If you would like to support the work of The Halfway Point podcast, you can do so via our Buy Me A Coffee page: https://buymeacoffee.com/locumpm.

💌 You can also stay up-to-date with The Halfway Point podcast by subscribing to the Locum PM Newsletter: https://locumpm.co.uk/newsletter.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 Conferences, networking events and training sessions are often viewed as a day away from the practice. But are we overlooking their true value?

In this episode of The Halfway Point, Ben Scorer is joined again by James Bowman to explore why networking remains one of the most important professional development opportunities for those working in primary care. Drawing on their recent experiences speaking at events including Management in Practice, Best Practice and the Primary Care Show, they discuss how some of the most valuable learning often happens away from the presentation slides.

From conversations with fellow Practice Managers and delegates, to insights from sponsors and industry partners, Ben and James reflect on how networking can help tackle isolation, share best practice, identify emerging trends and create opportunities that simply wouldn't happen from behind a desk.

They also discuss why investing time in conferences and events can help Primary Care Managers stay ahead of change, build lasting professional relationships and return to their practices with fresh ideas and renewed confidence.

🎧 Whether you're new to primary care or have years of experience behind you, this episode is a reminder that sometimes the most valuable thing you can bring back from an event isn't a handout or presentation. It's a conversation.

*****

ℹ️ Full resources and the show notes for this episode can be found at https://locumpm.co.uk/the-halfway-point.

🎟️ For more information on Locum PM’s New to Practice Management Conferences, please go to https://locumpm.co.uk/new-pm-conferences.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.

🎙 In this episode of The Halfway Point podcast, Ben is joined by Locum PM’s own and experienced IPC Nurse expert Steph Bouckley to explore why effective Infection Prevention Control in general practice is never a one-person job.

Bringing together both the operational and clinical perspectives, Ben and Steph discuss why Practice Managers and IPC leads must work together to create safe, compliant, and effective systems that protect both patients and staff.

The conversation explores the realities of IPC in modern general practice, common challenges teams face, practical ways to embed good IPC habits, and why culture, communication, and shared responsibility matter just as much as policies and audits.

Whether you’re a Practice Manager, IPC lead, nurse, deputy manager, or anyone involved in keeping your practice safe and compliant, this episode is packed with practical insights you can take back to your team.

🎧 Listen now and discover why IPC really does take a team.

*****

ℹ️ Full resources and the show notes for this episode can be found at https://locumpm.co.uk/the-halfway-point.

🎟️ For more information on Locum PM’s Infection Prevention & Control (IPC) Training, please go to https://locumpm.co.uk/ipc-training.

🎟️ For more information on Locum PM’s New to Practice Management Conferences, please go to https://locumpm.co.uk/new-pm-conferences.

💬 Drop a comment, let us know your thoughts on this episode and don’t forget to like, subscribe and share with colleagues to help spread the word!

🫶 If you have a topic you would like covered on The Halfway Point, let us know in the comments or email us at [email protected].

This episode may contain affiliate links that are part of partner or referral programs. If you choose to explore or purchase something through these links, LPM may receive a small thank-you in return, at no extra cost to you. These contributions enable us to continue producing high-quality content and resources for the primary care community. As a result, please mention LPM and The Halfway Point podcast when purchasing.

(At LPM, we only recommend what we genuinely believe will bring value to your practice.)

The advice and content discussed in this episode are shared in good faith and for general information purposes only. We recommend that practices carry out their own due diligence before taking any action based on this content. The views and opinions expressed are those of the individual contributors or organisations involved and do not necessarily reflect those of Locum PM or any affiliated organisations. All links and content / resources referenced were accurate at the time of the episode’s recording / release.