Care Navigation

All GP practices need to implement some form of active signposting to services as part of the GP Five Year Forward View. As a result, NHS England is rolling out Care Navigation.

Care Navigation is about choice, not triage. It aims to ensure patients receive the right care from the right person, first time

All patients will be asked by reception staff if they are happy to provide further information so that reception teams can help them get the right care from the right person, first time. Taking part in Care Navigation as a patient is optional and a patient can choose to refuse this with no issue.

CCG staff have been working on a task and finish group to develop in house training and support to identify new external services that could be included with care navigation.

The CCG team have engaged and listed to patients and have attended patient participation group meetings, developed patient friendly informative posters and all GP practices have recorded a telephone message explaining what care navigation is.

To date this has led to:

352 receptionists trained in 37 practices on the following:

  • Online accredited training
  • Customer service training
  • Personal resilience training

Total care navigation activity 269,994 patients (15 months data)

  • 26,747 GP hours saved
    • 26,103 internal
    • 644 external
  • 8% care navigation declined (7,586 patients)
  • 29% navigated to community pharmacy


Throughout the project the CCG have collated GP Practice staff feedback, this includes:

  • Sense of Achievement
  • Positive Impact
  • Satisfying
  • Improved Confidence

Patient Feedback has also been measured and comments include:

  • “Very good service & helpful, polite reception staff”
  • “I was not sure who I should see; the receptionist helped”.
  • “The chemist was excellent. I did not realise that they did so many things”.