Active Signposting/Care Navigation

The key objective of Care Navigation (CN) and Active Signposting (AS) is to help patients access the right care at the earliest opportunity. It is a system of ‘triage’ carried out at the first point of contact with the GP practice by non-clinical staff under the direction of the clinical team.

The key driver for this patient-centred approach is outlined in the 2023/24 contract. Patients must be offered an assessment of need, or signposted to an appropriate service, at first contact with the practice.  Outcomes will include a more streamlined clinical workload, improving efficiencies in terms of access to services, and increased patient satisfaction resulting in fewer complaints.

It will achieve this by releasing valuable clinical time and resources. Staff will proactively manage requests for appointments and safely redirect requests for inappropriate consultations to the most suitable care provider, which may not always be clinical. Applying the RIGHT PERSON, RIGHT PLACE, RIGHT TIME approach and MAKING EVERY CONTACT COUNT. 

Active Signposting is a tool to develop the skills and career paths of non-clinical staff.   Staff will move away from a passive role and have a more direct impact on patient health outcomes. The skills and abilities needed to undertake Active Signposting are valuable in other new non-traditional roles such as document management, HCA and Care Navigation. After this web workshop, staff will have a clear understanding of the options available locally and be confident in advising and referring patients to care providers who work either within the practice team, primary care network, or external care providers.

Active Signposting can present a challenging cultural shift for some teams – and we will explore the mechanisms to help make the changes as smooth as possible – some of this will build on the existing understanding, within the practice, of the need to change and a realisation of benefits these changes can have.

Training Recommendations

All staff wishing to be considered for Active Signposting:

• Should be Primary care staff and understand the course outcomes.
• Should attend the full session of Active Signposting training and understand that their work will be audited and monitored back in the practice.
• Practices should appoint a Clinical Active Signposting Champion and commit to supporting the frontline staff attending the course.
• Practices should understand that implementation must be continually monitored, and audited, and significant or critical events reported to appropriate bodies.