Care Navigators
A Care Navigator will always be your first point of contact with the practice
Whether you contact us online, or by telephone, or in person at Crowle, Keadby, or Skippingdale, one of our team of experienced Care Navigators will always be your first point of contact with the practice.
As part of that first contact, a Care Navigator will establish the reason for your contact and then, where necessary, ask additional questions so as to properly understand and correctly advise the next step. Such advice is often referred to as signposting.
If your need is urgent the Care Navigator will arrange for a member of the Urgent Care Team to speak with you (for example by calling you back) and, following that contact, an urgent - same day - appointment with the most suitable clinician may be arranged. We have a range of health professionals, including GPs.
For non-urgent matters the Care Navigator will always ensure an appropriate action is taken, including offering future date appointments. The action taken will be explained to you by the Care Navigator.
Same day urgent care appointments are available throughout the working day (8:00am to 6:30pm). It is not necessary to join an 8:00am rush to contact the surgery.
Role of a Care Navigator
- to encourage excellent communication, when meeting and greeting patients and visitors in person and over the telephone
- to manage patient queries by phone or in person and signposting effectively following reception rules and procedures
- to use the electronic clinical records system to correctly document patient appointments, messages, requests, contact details and correspondence
- to help implement the “Putting Patients First” Model of care to support patients to improve and/or maintain health and wellbeing
- to encourage and support patients to self-manage through coaching and endorsing self-care approaches, signposting and using IT systems to facilitate
- to help signpost patients across health, social care, and community services