Identifying the right care

What is care navigation?

In GP practices, receptionists and administration colleagues play a crucial part in helping people get the right support, at the right time. These colleagues have had specialist training, so they have the knowledge to help patients identify the most suitable clinician or service to manage their health problem.


What does this mean for me?

You might notice GP receptionists asking for a brief outline of your health problem when you call to make an appointment. This then allows the practice teams to direct you to the most appropriate clinician.

Receptionists will never offer clinical advice or triage. This is about offering the choice to see other specialists in the practice team to reduce waiting times. For example, medication reviews or queries could be managed by a community pharmacist rather than a GP.