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Care Navigation - "From Receptionist to Active Sign-poster"

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Brierley Hill Health & Social Care Centre

Venture Way

Dudley

DY5 1RU

United Kingdom

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Description

Become a Care Navigator in Primary Care

“From Receptionist to Active Sign-poster”

The content and delivery of the session includes:

  • Introduction and aims
  • Evidence from published research e.g. the work of Professor E Stokoe
  • Exercises; individually and in small groups, reflections on their own experience - what is going well, and where the challenges arise being on the receiving end
  • Managing patient expectations
  • Identifying the needs of the patient - gathering information. In particular
    • Never asking… “Is it urgent?
    • Never saying… “I’m afraid we haven’t got any appointments”
    • Minimising patients who say…”It’s personal
  • Identifying red flags. Discussion of the issues. Sharing some good examples from other practices. Recommending that practices develop in-house protocols and training under the supervision of a GP.
  • Facilitation you to build a directory of services - "who does what" (typically working with the practice's pwn directory, with suggestion from EPI).
  • Selecting the appropriate clinical/service and signposting the patient without clinically triaging
  • Maintaining confidentiallity
  • Sharing some best practice examples of patient educational matierials to support this new way of working e.g. signposting documents for practice website, waiting room, leaflet etc. (examples used by EPI practie customers, with permission)
  • Discussion of suggested "scripts", protocols and procedures for receptionists to work to [brainstormed during training, for further development in-house]
  • FINISHING WITH a SMART action plan to take back to participants' own practice, to proceed with implementation

A course pack for all participants includes:

  • A course book for all; acting as a workbook on the day and reference for later
  • Examples of excellent sign-posting materials that we have come across
  • Including suggestions relevant to develping an in-house directory

Location

Brierley Hill Health & Social Care Centre

Venture Way

Dudley

DY5 1RU

United Kingdom

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