Care Navigation

What is Care Navigation?

Care Navigation helps patients to see the right person, providing the right care, in the right place and at the right time.

Care Navigation will help improve access to General Practice, improve service provided by frontline staff and help to release GP time to care for patients with Long Term Conditions and more complex needs. 

Care Navigation helps to expand the offer of support that is currently available to patients. There are so many different services available within Primary Care, many of which are not being fully utilised. Over the coming weeks we will be working hard to improve access and we would be grateful for your help and support. 

Our receptionists are here to help you get to the right service and have been trained in Care Navigation. Please do not be offended when they ask you for a brief outline of your problem when requesting an appointment. Our reception staff, like all members of the team, are bound by patient confidentiality. 

We hope that by care navigating effectively from the first point of opening on a morning, that in time we can reduce the 'morning rush' of patients having to phone at 8:30am and queue up outside the surgery for an appointment. Coming to the practice to queue up will no longer give you priority as many same day appointments are being taken inappropriately. All appointment requests will be care navigated whether you attend the practice face to face, or contact us via the telephone.

Part of Care Navigation will ensure that same day appointments are used appropriately for patients who are unwell and need same day treatment, not for minor ailments and none urgent problems which can be allocated safely to a pre-bookable appointment. 

Healthcare professionals that are available to book into include: GPs, Nurse Practitioners, Nurses, Pharmacists, Physiotherapists, Mental Health Workers and Social Prescribers. All of which are available to see or speak to across our practices.

You may also be signposted to external services such as Community Pharmacies, Sexual Health Services, Extended Access Service and more.

Image shows a queue of people accessing McKenzie Group Practice. The image advises that coming to the practice does not guarantee and appointment and does not give patients priority.

How your General Practice team can help you

Please click the links below to a short film which explains the range of health professionals who work together within your local General Practice, to help you get the right care when you need it. In addition to GPs, General Practice teams can include nurses, physiotherapists, clinical pharmacists, mental health practitioners, paramedics, social prescribing link workers, and health and wellbeing coaches. The Reception Team is trained to discuss your medical concern thoroughly and confidentially, so you can be seen by the right health professional for your situation. If you need to see a GP you will always be offered an appointment, but there may be other health professionals who can provide the most appropriate support. Your General Practice team is here to help you. To find out more about the support that is on offer at general practices, visit https://nhs.uk/GPservices

Please click on the most suitable link below to view the video: