Primary Care Navigation

Healthwatch County Durham undertook research on the Care Navigation system used in GP practices, where trained reception and administrative staff help direct patients to the most appropriate health or support service. The research was commissioned by local Clinical Commissioning Groups and gathered feedback from 115 staff responses and 352 patient responses, alongside visits to GP practices across County Durham.

The research found that Care Navigation was generally viewed positively by both staff and patients. Among staff, 79% felt the system was working well, while patients reported high levels of satisfaction, with 74% feeling listened to, 71% having confidence in the person they spoke to and 73% being happy with the outcome of the conversation. Most patients who used the system were ultimately given a GP appointment, although some were directed to alternative services. 

Despite this positive feedback, several concerns were identified. Patients often felt reception staff were not qualified to discuss their health issues, and some had concerns about confidentiality and privacy when explaining their reasons for seeking an appointment. Difficulties accessing GP appointments, lengthy telephone messages, telephone queues and challenges for people with hearing impairments were also recurring themes. Staff highlighted a need for additional training, better information about external services and clearer feedback on the impact Care Navigation was having on reducing GP workload. 

Healthwatch concluded that Care Navigation was a positive development but that further improvements were needed. Recommendations included providing additional staff training, improving communication about the purpose of Care Navigation, offering more information about alternative services, addressing privacy concerns, making the service more accessible for people with hearing loss and sharing evidence of how the system benefits patients and GP practices.