Care Navigation Part One (Mop Up)

In this first session we make the clear case for growing active care navigation and the benefits it can offer to practices and patients. We hear directly from receptionists across the UK about their experiences of navigation. We can’t navigate patients anywhere unless they share their issues with us and this session aims to equip reception staff with the skills and unique techniques necessary for excellent communication and good telephone handling, regardless of the system of access their practices use. We will look at ways to include and encourage patients to engage with the process and aim to reduce the number of times we are told “I’m not telling you……”. We will also introduce a variety of tools and examples to support receptionist decision making and pathways for navigation – these can be personalised by the practice for their own use. In addition we will share a range of templates by email after the training