Lancashire and South Cumbria Training Hub

Essential Care Navigation (Non Clinical Staff)
2025-07-10 13:30 - 16:30, 2025-07-30 09:30 - 12:30, 2025-09-16 09:30 - 12:30, 2025-11-12 13:30 - 16:30 (Europe/London)
Places are limited . If you cannot attend this training, please ensure you have cancelled your place so that others can book on.
OVERVIEW
With the Forward View requiring that primary care takes the lead on signposting patients to the most appropriate support (other than the GP they want to see), practice staff will need to learn a range of skills in holding these conversations and dealing with the challenges of patient expectation and behaviour.
This Primary Care Navigation Training is designed to specifically support primary care staff in having conversations that will encourage patients to see the most appropriate person to manage their needs.
AIMS

What is care navigation?

Why is care navigation essential in taking primary care forward?

Recognising the care navigation we are already doing.

Understanding that signposting is not triage

Tips to ensure that patients have confidence in the process

Supporting patients who are reluctant to not see a GP

Managing aggression and frustration

Minimising abuse

Developing self-confidence in the role

WHO SHOULD ATTEND?
Non-Clinical Primary Care Staff
WHAT DO I NEED?

MS TEAMS (join on the app or online)

Pen/Paper

Preferably a camera and mic to participate

HOW LONG IS THE COURSE?
3 hours (Virtual)
HOW TO JOIN?
You will receive an email a couple of days prior to the event with all training materials and a link to join the MS Teams training session.

Essential Care Navigation
2025-12-10 09:30 - 12:30

Essential Care Navigation
2026-03-18 13:30 - 16:30
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.

You will receive a certificate post training for your attendance. Places are limited, if you have booked a place, please ensure you attend.
If you have any additional needs or requirements to attend this session, please contact us at mbpcc.lscthub@nhs.net.
By signing up you agree for your information to be stored and shared by the Training Hub and with the Training Provider, NHSE and NHS ICB, for the delivery of this training, monitoring, reporting and certification purposes only.
