Lancashire and South Cumbria Training Hub

Essential Communication and Care Navigation Skills (for non-clinical staff)
2026-09-30 09:30 - 12:30 (Europe/London)
In this course, you’ll explore the Essential Care Navigation programme designed to equip healthcare professionals with the skills to navigate the complexities of patient care in primary care settings.
About this course:

What is care navigation, triage and signposting?
Effectively open a care navigation conversation and retain control about its direction
Focusing on what you can offer and not worrying about what you can’t
Make the patient feel heard without allowing the patient the opportunity to dictate their solution
Ask insightful questions to elicit the essential information to navigate accurately
Use language carefully to make the patient feel understood and heard
Manage different types of patient responses and attitudes
Creating rapport (both on the phone and F2F)
Managing different types of patient responses (oversharing, embarrassment, anger, communication barriers)
Interrupting and closing off conversations.
Understand more about ARRS.

Learn More About NHS Care Navigation:
To gain a deeper understanding of NHS Care Navigation, we recommend reading the BMA guideline for an in-depth perspective.

In today’s evolving healthcare environment, effective care navigation is crucial for delivering seamless patient experiences. Our Care Navigation Training course focuses on empowering healthcare professionals with the knowledge and tools to excel in GP care navigation.

Essential Care Navigation in Primary Care:
Gain valuable insights into the fundamental principles of care navigation within general practice. Learn the art of starting conversations effectively, asking insightful questions, and maintaining control from the outset. This foundational training ensures you can offer high-quality support to patients navigating the healthcare system.

GP Care Navigation Skills:
Explore the specific nuances of GP care navigation, a core element of patient-centred care. Understand how to guide patients through the healthcare system and connect them with essential services, including ARRS roles (Additional Roles Reimbursement Scheme). Learn to support patients in accessing the full spectrum of primary care services to enhance their care.

Communication Excellence in Care Navigation:
Master the key communication skills essential for managing both phone and face-to-face care navigation conversations. Stay in control of discussions, ensuring that the patient feels respected, heard, and understood. Use the right language to minimize anger and confrontation, making patients more accepting of care navigation options and reducing the likelihood of challenging situations.

Utilising Technology in Care Navigation:
Get an overview of the care navigation software used in primary care settings to streamline processes and enhance the patient experience.

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.
PLEASE NOTE: Resources are only available to attendees. Please ensure that you either put your name in the chat or use the QR code to register your attendance via your Medtribe account when you log onto the session.

Medical Terminology and Abbreviations
2026-10-15 13:00 - 16:00
All bookings are subject to our cancellation policy (details can be found here www.lscthub.co.uk). If you do not attend you/your employer will be charged at the cost of the course. The cost is stated in the non funded ticket section

For Admin and Clerical Staff working in Lancashire and South Cumbria General Practice.
Learner Objectives:
By the end of the session, participants should be able to:

Understand how medical terms are built
Be able to identify the main components of a medical term and their meanings
Be able to break down unfamiliar terms to identify their meaning

This is an interactive session and you will be expected to interact. Please ensure you have a camera and microphone available to attend the meeting.
