Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one.
It enables frontline staff to provide patients with more information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way.
Care Navigation offers the patient ‘choice not triage’ to access the most appropriate service first which as we know, isn’t always the GP.
Care Navigators do not make clinical decisions
Providing receptionists with information as to the reason for the appointment will result in a choice around appropriate services being offered. If receptionists are able to work with the patients who are willing to share the information about the reason for the appointment, this will build confidence in the service, and patients will quickly feedback to others in the community.
Good patient experience helps to promote the Care Navigation service
However, the patient may wish not to give any details about the problem and that is fine.
In order to carry out this role local reception staff have participated in specific training. This has been around local primary care services and the inclusion criteria that patients must meet in order to access them.
Where will patients be navigated to?
Pharmacy First offers self-care advice in over 28 minor ailments at a variety of community pharmacies along with a UTI & Impetigo service.
The Minor Eye Conditions Service (MECS) treats a variety of eye conditions across local opticians.
The Haywood Walk in Centre treats minor illnesses and injuries.
Healthy Minds deals with mild to moderate mental health conditions.
VAST supports patients with non-medical needs by signposting them into sources of support within the community.
All of these services can be accessed by self-referral.
Care Navigation is about patients seeing the right person at the right time.