Health Navigation

We are launching Health Navigation to direct patients to the right service, making it easier for patients to receive the right treatment quickly.

Why is Health Navigation necessary? 

All GP practices struggle with the number of patient requests for GP appointments, with demand out-weighing the number available. There are a large number of patients that still see GPs for issues that could have been dealt with more effectively and quickly by other professionals making it increasingly difficult to get a GP appointment for those that really need to see a GP.

This has been recognised by NHS England who has invested money in sustainability and transformation programmes which allows practices to implement initiatives such as Health Navigation. The aim is to improve patient access to health care professionals and other services ensuring that patients are seen by the professional best qualified to deal with their needs, which allows GPs to focus on the things only they can do.

What is Health Navigation?

Health Navigation involves asking patients a few questions to understand the nature of their call using clinically designed protocols. This enables the Health Navigator to offer the most appropriate professional for the patient, which may not necessarily be a GP.

Our Health Navigation has been designed by our GPs, Clinical team and Patients to make sure that it is safe, easy to use and patient friendly. All of our reception team have received both internal and external training to enable them to become Heath Navigators and they adhere strictly to confidentiality rules at all times.

Health Navigation is not a clinical consultation and it does not make a diagnosis or plan treatment. It merely connects the patient with the most appropriate person or service.

We are introducing Health Navigation on a phased basis so initially you may not notice any difference at all. This phased approach allows us to monitor the impact of Health Navigation and react swiftly to patient and staff feedback as we implement further over the coming months.

How will this benefit me? 

By seeing the right person first time patients will be able to receive treatment quicker. In turn it should become easier for patients to get an appointment with the GP when they need it, and shortens the wait to get the right help.

What changes will I notice moving forward?

Health Navigation involves asking patients a few questions to understand the nature of their call using clinically designed protocols, enabling our trained receptionists to offer the most appropriate professional for the patient, which may not necessarily be a GP.

Below is a copy of our Care Navigation leaflet, which is available in surgery.  This gives contact details of local services, and lots of examples of where you might go to receive the appropriate care for you.

Care Navigation Leaflet