Integrated Patient Pathways: Optimising Care Navigation, Triage, and Effective Patient Encounters in General Practice

Integrated Patient Pathways: Optimising Care Navigation, Triage, and Effective Patient Encounters in General Practice is a comprehensive training program designed for non-clinical Reception staff, Practice and Frontline Managers in General Practice. The programme focuses on optimising patient access, emphasising Care Navigation, Active Signposting, and Triage systems. The objective is to ensure efficient care delivery by non-clinical staff, supporting patients in accessing appropriate care promptly.

The key objective of Effective Patient Encounters is to help patients access the right care at the earliest opportunity. This approach relies on Care Navigation, Active Signposting and Triage systems and processes being carried out at the first point of contact with the GP Practice by non-clinical staff under the direction of the clinical team.

There are numerous drivers for this patient-centred approach and outcomes will include a more streamlined clinical workload, improving efficiencies in terms of access to services and patient satisfaction. It will achieve this by releasing valuable clinical time and resources. Staff will actively manage requests for GP appointments and safely redirect inappropriate consultations to the most appropriate care provider. Applying the RIGHT PERSON RIGHT PLACE RIGHT TIME approach.

Workshop Outcomes

Learning outcomes:

• Strengthen skills in care navigation, active signposting, and triage
• Comprehend the components and significance of effective signposting
• Advocate and demonstrate the advantages for both patients and practices
• Adapt and implement protocols effectively
• Utilise technology to empower patients and enhance engagement
• Maximise patient engagement within their roles
• Develop effective communication strategies with patients
• Prioritise patient and staff safety in their practice
• Collaborate within the practice team and engage in system improvements
• Contribute to the implementation and development of patient-centric approaches
• Formulate actionable plans to enhance their roles in patient engagement