Any day to suit you
Morning session (9.30am to 12.30pm)
Afternoon session (1.30pm to 4.30pm)
Your practice or a neighbouring practice
Introduction to active signposting (also called care navigation) for front-line staff.
To gain an understanding of:
Course outline for the day:
- Why use active signposting/care navigation, and what is its importance in today’s healthcare provision?
- How active signposting/care navigation should work, and what is the evidence?
- Recognising red-flag symptoms that require immediate attention
- Understanding the competencies required for successful, active signposting/care navigation – Essential, Enhanced and Expert level
- What it means to work in a person-centred way
- Essential behaviours for reception staff – listening, communication, sensitivity to different cultures and beliefs, supporting and being a point of contact for the patient, and ensuring every patient contact counts
- How to deal with patients who refuse to be signposted and only want to see a GP
- Developing a directory of services that patients can be signposted to
- The importance of patients being involved with the development of this new way of working
The training facilitator will lead the discussion relating to developing active signposting/care navigation in your practice. The day will be a mixture of discussions and three-way role play - patient, member of staff, observer. There will be a video showing reception staff at a practice where they are already providing active signposting to their patients, plus workshop case study discussions. At the end of this course you will have a better understanding of what active signposting/care navigation is, and you will be able to introduce it into your practice. In addition, you will have gained the confidence and understanding to ensure that the patient is seeing the most appropriate healthcare professional first time, every time.
Delegates will receive all the course handouts electronically with links to further reading and case studies.
Who should attend:
Reception staff and other front-line staff.
Full day: £945 + VAT
For up to 12 people. You may wish to join up with other neighbouring practices to share the cost of the training.
Bookings via Practice Index are charged at a discounted rate and come with a money-back guarantee.
Course delivered by:
About the trainer:
Diane recently left primary care after nearly ten years as a practice manger, working for a 16,000 patient population practice across three sites. Since leaving general practice Diane, in conjunction with Practice Index, has been developing primary care training that is relevant in today’s fast-paced and stressful environment. She understands better than most the uniqueness of working within a primary care setting. During the past 25 years Diane has designed and delivered training on a wide range of topics from leadership development and customer service skills to information governance.
Diane is a qualified HR professional with a special interest in learning and development and adult learning theories. She is a member of both the Chartered Institute of Personnel and Development and the Institute of Leadership and Management. Diane is qualified to ILM 7 level in Executive Coaching and Mentoring with a further postgraduate qualification from the UWE (University of the West of England) in Executive Coaching. During her time in primary care she was responsible for implementing career development pathways which saw receptionists become phlebotomists then HCAs, and admin staff develop leadership skills to move into management positions.
I commissioned Diane to work with my senior team. They have all really enjoyed working with Diane and their confidence and ownership of their roles has grown. We are reaping the benefits of the work achieved with her on a daily basis as a team of staff, and this will benefit the people we work with. I highly recommend anyone to take some time out with Diane and enjoy that safe place she creates to dig a bit deeper – it is surprising what you find!
Alison T - NHS
The training was fantastic and reinforces the need to uphold good customer service.
Delegate - NHS Primary Care
Please note: If the aforementioned trainer is not available on the day, a suitable replacement trainer will be supplied. For remote parts of the UK, additional travel costs maybe incurred. If so, this will be made clear to you before you book the training.