The workshop will support the delegate’s understanding of the role, responsibilities and competencies to enable the delivery of enhanced care navigation and will look in turn, at supporting the development of these skills.

At the enhanced care level staff are expected to have a good level of expertise in customer care and a background of working in a healthcare environment and some experience of active signposting.

Enhanced care navigators may be expected to provide detailed knowledge of the localities’ service directory and support and train other frontline members of the primary care team.

At the PMA we pride ourselves on the understanding that one size doesn’t fit all and – therefore, we have various formats of our workshops and can adapt any programme / agenda to suit your local needs and necessaries – so, please get in touch to discuss your requirements.

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Who should attend?

Attendees will be experienced active signposters who want to take the role further and act as Care Navigation Champion within an individual practice. The workshop will provide the opportunity to meet other colleagues, share stories and network with others in navigation roles.

Objectives

The learning outcomes of the workshop:

  • Delegates will understand the principles of Enhanced Care Navigation
  • They will understand the benefits of supporting and enabling healthier behaviours and self-care for patients.
  • Explore conversational techniques and build on communications techniques introduced at the active signposting training, such as active listening, motivational conversations and dealing with difficult conversations.
  • They will gain an understanding of how to work across a range of service providers and develop skills in forming and maintaining professional relationships and networks across organisations and clinical specialists.
  • Will understand the potential complexities and risks.
  • They will provide a degree of independent, autonomous working and will work effectively alongside the clinical Care Navigation lead.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.

Introduction and Welcome – Open Forum – your challenges and concerns
Overview of the Enhanced Care Navigation & Objectives

  • Where are we now? The journey so far.
  • What are your biggest challenges and key successes?
What is the Enhanced Care Navigation role

  • What is Enhanced Care Navigation & what it isn’t?
  • Patient expectations
  • Communication techniques for enhanced CN
    • Active Listening
    • Motivational conversation
    • Dealing with difficult conversations
Break
Enhanced CN – Setting the Scene and Introduction to the Core Competencies

  1. Communications
  2. Enabling access to services
  3. Personalisation
  4. Co-ordinating and integrating
  5. Building and sustaining relationships
  6. Knowledge for practice
  7. Personal development and learning
  8. Handling data
  9. Professionalism
Access to Services

  • Review of the existing Service Directory
  • Know what there is in place that will benefit patients – who do you ask?
  • Giving advice to your team.
  • How do you demonstrate persistence and resilience when faced with barriers to accessing services?
  • Discussion/ work around own services in locality and directory
  • Key access issues (e.g. pharmacies, clinics, appointments, etc.)
Personalising your Care Navigation journey

Understand the role of Enhanced CN… it’s about managing patient expectations and not losing the ability to say NO.

  • Determine the patients’ needs accurately over the telephone or face-to-face
  • Real understanding of person-centred approach
  • Checking and updating protocols
  • Understanding your patient profile
  • Knowledge of wider social care settings, voluntary groups, focus workers, etc.
Building good working relationships

Developing the ability to build good, effective working relationships – and a multi-agency approach

  • How to actively seek out relevant and appropriate contacts to develop a network across a wide range of sectors including:
    • health
    • social
    • voluntary sectors.
LUNCH & Networking
Group discussion of local signposted services
Signposting to Service Providers | Knowledge of  localised services

To provide a practical understanding and basic advice to promote localised services:

  • Provide a basic overview of the service
  • Which patients should access their service
  • Where to go for information

Signposting

  • What, where, when and how to signpost
  • Local impact
  • Q&A
BREAK
Professionalism

For enhanced care navigation; demonstrating professional behaviour, attitudes & attributes:

  • Demonstrate a non-judgemental and respectful attitude
  • Act in ways to promote values of equality and diversity
  • Be emotionally resilient and remain calm under pressure
  • Manage stress with healthy coping mechanisms
  • Uphold the principles of confidentiality
Collaboration

Explore collaboration and examples of good practices locally and elsewhere

  • Where is it working?
  • What do you need?
  • Good practice – case studies
Action Planning

  • Next steps
  • How does this work in practice?
  • What do you do next?
  • How are you going to work together?
Summary of Key Considerations – and Q&A
Close
Get in touch

Contact the PMA now

If you would like more information about any of our workshops, the timings or adapting our programmes to your local needs / requirements, please call 0330 111 6459 or email enquiries@pma-uk.org

Please note that all workshops are delivered online as web workshop sessions – however, if you require face to face workshops, please get in touch and we will be happy to discuss this.

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