The experience of primary care staff and patients in County Durham

In 2018 Healthwatch County Durham (HWCD) was approached by the Clinical Commissioning Groups (CCGs) to independently evaluate the Care Navigation system. Care Navigation is the system where trained, non-clinical staff, talk to patients when they book an appointment, providing information about the professionals or services that may be suitable for a patient’s needs. The CCGs wanted to understand the views and experiences of staff who were implementing the system and patients who were using it.

HWCD developed 2 surveys to capture the views of staff and patients independently. They emailed the staff survey to Practice Managers and asked them to forward the survey on to appropriate staff. In addition, HWCD staff visited GP practices and talked to staff from 10 surgeries across the County. Approximately 500 staff across both CCGs have been trained in Care Navigation and we have received 115 completed surveys, although it should be noted that some surveys were completed by groups of staff and not just by individuals.

HWCD advertised the patient survey on social media, through partners/networks and GP surgeries. They received 352 completed surveys from patients. 

Care Navigation was seen as a positive development by both staff and patients but more could be done to improve the service. Suggestions for improvements have been made in the report.