Navigation+ contains a suite of options designed to introduce and develop signposting within practice
Our programmes are designed specifically with the NHS's 10 High Impact Actions - Active Signposting, and the NHS Long Term Plan in mind. Focused on supporting Practice Managers, GP's and staff with tried and tested processes and frameworks.
Programme 1 - Practical Signposting
Programme 2 - Navigation Programme
'Ensuring staff are making the most of their skills and expertise will form a
critical component of the NHS workforce implementation plan.'
NHS Long Term Plan
Practical Signposting Programme
The Practical Signposting Programme is designed to enable practices to deliver fast implementation of a bespoke signposting programme that reduces patient demand on GP appointments. It fully supports the process of embedding signposting across the practice.
To enable practices to embed signposting processes across the team
To use a process that enables signposting to be implemented quickly, simply and effectively
To bring a team closer together through working on a shared project, increasing communication, feedback and support
To remove the barriers to implementation by providing a model that is 80% right for practices, enabling them to adjust the last 20%, quickly
Provide tools/resources that have been tested, used and deemed safe from a governance perspective
Work face-to-face with reception/patient coordinators to embed the skills and get them actively signposting straight away
Share processes and protocols relating to signposting that have already been created and signed-off
Identify bespoke practice needs with regards to signposting
Identify measurement and support tools – look at technology options and build to meet practice needs
2-3 day training package for reception/patient coordinators to work side by side with the team to embed the processes and skills required
Identify measures and evaluate the effectiveness of the signposting approach
Provide 1 day flexible consultancy support based upon the needs of the practice. This could include:
Staff buy-in sessions
Extra training session
Appointment structure planning
This programme comes with a full support package:
Change Management tools
Communication ideas and resources
Signposting guides and processes
Appointment structure suggestions
Buy-in presentations and leaflets
PPG support pack
The programme sees practices through from the initial introduction to signposting right through to implementation and reviews.
As well as giving managers the opportunity to share insights and ideas it also provides a structured, supportive environment to change planning. A toolkit is also provided with signposting guides, training materials, data analysis support and top-tips.
Improve patient access to appropriate services
Reduce demand on GP consultations
Assist in the non-clinical triage of patients’ conditions – leading to more accurate alignment of condition with suitable appointment type
Increase efficiency of workflow within the practice
Define the supporting resource needs for frontline staff.
The programme is made up of 5 half day sessions
Maximum of 2 attendees from each practice and up to 5 practices per session
Attendees can be made up of Practice Managers, Operations Managers, GP Partners, Reception Managers and decision makers
For the individual
Hands-on training that will change the skills over a 2-3 day period – immediate change
A programme that is tried and tested
Training that has a support package to embed the behaviour
For the people manager
A team that have processes, support and training all in one go
A senior team on-board supporting the process
The plan enables you as the manager to continue their development after they have left the course, enabling them to sustain and embed the changes
For the organisation
Gives the practice instant access to signposting
Reduced GP appointment demand by 10-30% enabling them to improve patient satisfaction, reduce waiting time and offer longer appointments for more complex patient groups
Approach and training will bring the practice closer together with a common goal and encourages consistency
Patients are educated about what to use GP’s for, what options they have and are encouraged to make good decisions about their needs and services required
Practice planning for resource and future needs is clearer to see with data analysis
‘Releasing between 10% and 30% of demand for GP consultations in most practices.’
‘Easier [for patients] to get an appointment with a GP when they need it and shortens the wait to get the right help.’
‘Navigation+ is not just a receptionist training programme. Navigation+ is a change management project programme that has been described as ‘eye-opening’.
Case Study 1 - Practice A
Reviewing data over a 5-week example period. In year 1 (pre-Navigation Programme), Practice A were seeing an average of 167 ‘extra’ same day appointments per week – added to the end of morning and afternoon surgery.
One year later (post-Navigation Programme), that average had reduced by 31% per week.
By the following year they had reduced ‘extras’ to 0 and introduced an ‘overflow telephone list’ with GP appointments within surgery time to utilise if necessary. For the example period, the average weekly ‘overflow calls’ were 70, reducing the number of GP to patient contacts by a weekly average of 42% in two years.
Out of the 70 ‘overflow calls’ on average only 50% needed a face-to-face appointment.
Over a two-year period, Practice A reduced same-day face-to-face GP appointments by 75%.
Case Study 2 - Practice B
Practice B completed the Navigation Programme in 2018. They developed and implemented new policies, protocols and reviewed their appointment structure.
After 6 months of implementing the new Navigation process, these were the key findings:
In a 12-month period:
20% of appointments were directed away from GP appointments vs. 8% in the previous year
Significant shifts were seen in the following conditions vs. the previous year:
Wax in Ear – 43% shift away from GP appointments
Asthma – 21% shift away from GP appointments
Sore throat – 18% shift away from GP appointments
Chronic obstructive pulmonary disease – 40% shift away from GP appointments
Ear pain – 21% shift away from GP appointments