GP care navigators phase one report
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This report explores some of the interactions between the caller and the receptionist at GP practices and how willing patient are to accept changes in relation to the care navigation scheme.
Healthwatch Stoke-on-Trent found that people are largely comfortable with the GP receptionist, even though a significant number expressed disagreement with the practice in principle (care navigation).
The appointment booking process relies on clear communication to be successful. Most patient said they can easily answer questions put to them by reception staff while 8% felt they did not feel confident that what they told the receptionist would be understood.
The report informed that care navigation offers an opportunity to relieve some of the pressures of the pressures on GP services by filtering out patients who could be treated elsewhere. NHS England evaluation suggest that care navigation is effective. However, there is a need for more evidence about patient experience and outcomes.