Helping a New GP Practice Establish from the Ground Up

Client Overview

A group of GP partners approached PCMS with the goal of setting up a new NHS GP practice. While they were confident in their clinical expertise, they required structured support to establish the practice framework — from governance and compliance through to staffing, systems, and digital access — ensuring the new surgery could deliver safe, efficient, and patient-centred care from day one.

The Challenge

The partners faced several challenges common to new practice setups:

Navigating NHS England’s contractual and operational requirements.

Creating governance systems aligned with CQC’s five key domains.

Recruiting and training an effective administrative and clinical team.

Setting up clinical systems, telephony, and digital access tools.

Ensuring full compliance with CQC, NHS, and data protection standards.

Coordinating approvals and stakeholder engagement with local ICB representatives.

Our Approach

PCMS was engaged as a strategic partner to deliver a complete end-to-end setup solution, supporting the practice through every stage of establishment.

1. Scoping & Project Planning
We began with a detailed planning session to outline the entire process from initial registration to launch. A bespoke project plan was developed to provide a clear timeline, key milestones, and defined responsibilities for all stakeholders.

2. CQC & NHS Readiness
Our compliance specialists prepared all necessary documentation for CQC registration and NHS England approval. This included the Statement of Purpose, governance frameworks, and all core policies, ensuring the submission was complete and compliant.

3. Workforce Recruitment & Induction
PCMS’s HR team led the recruitment of key personnel including the Practice Manager, administrative staff, and clinical support team. We provided structured induction and training through our competency-based onboarding framework, ensuring staff were fully prepared for operational duties.

4. Digital & Operational Implementation
We supported the setup of core systems including:

EMIS Web configuration and access

Cloud-based telephony installation

NHSmail and Smartcard activation

Deployment of GPChatBot, enabling patients to access services digitally and reducing pressure on reception teams

5. Governance, Policies & Quality Assurance
PCMS developed a full suite of tailored policies and procedures aligned with CQC’s key lines of enquiry (KLOEs). We conducted internal mock inspections and quality reviews to ensure readiness prior to go-live.

6. Post-Launch Mentorship & Oversight
Following the launch, PCMS continued to provide ongoing compliance support, regular reviews, and leadership mentoring to help the partners embed good governance and continuous improvement across all functions.

Results

The partnership with PCMS resulted in a highly successful launch:

CQC registration achieved at first submission

Smooth NHS England approval process with positive feedback

Fully staffed, trained, and operational team within the planned timeframe

Digital-first patient access implemented from launch via GPChatBot

Strong early patient feedback, highlighting accessibility and efficiency

Client Feedback

“Establishing a new practice was a complex process, but PCMS guided us through every stage with clarity and professionalism. Their support with compliance, recruitment, and digital implementation ensured we were ready to operate confidently from day one.”
— GP Partner, Lead Clinician

Summary

This case study highlights PCMS’s proven ability to establish new GP practices efficiently and compliantly, providing a complete support solution that covers governance, workforce, and digital readiness. Our integrated approach ensures new practices are not only compliant but fully prepared to deliver high-quality care and sustain long-term operational excellence.