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Care Navigation

What is Care Navigation?

Care Navigation is a tried and tested model of care that improves access to primary care services for patients and reduces GP pressures all in one. It allows front line staff to provide patients with more information about local health and wellbeing services, both within and outside of primary care, in a safe, effective way. It is about offering patients choice and help to access the most appropriate service first which is not always the GP. It means that patients will find it easier to get a GP appointment when they need one.

Care navigators are receptionists and admin staff who have been given specialist training to help them direct patients to the right health professional first time.

For example, when a patient presents with symptoms that would be better dealt with by another service such as a pharmacist or optician, patients can be confidently offered these choices, allowing them to go straight to the service which best meets their health and wellbeing needs.

Definition of Care Navigation

“A person centred approach that uses signposting and information to help primary care patients and their carers move through the health and social care system as smoothly as possible to ensure that unmet needs are met.”

 

This means helping you navigate your way through the often complex health system by giving you as much information as possible to make your own decision and signposting you to the most appropriate health professional.

Why Care Navigation?

Across East Lancashire we are working hard to make sure that when people need to see a GP, they have access to one quickly and in a way that suits them, be that in person or over the phone.

Sometimes though, the GP isn’t really the best person to see. Patients could be seen and treated quicker by a nurse or a pharmacist for example and in some cases, the GP practice might not be the right place at all for the query. That's where care navigation comes in.

Care navigation supports practices and patients to make the best use of valuable NHS resources.

There are now a number of services currently available for care navigators to signpost to. You can find details of these, and the access criteria, in the documents below.

How does it work?

When a patient contacts the practice for an appointment, the care navigator will ask for a brief outline of the problem so they can identify the patient’s need. This will allow the care navigator to refer to information about services in the practice, other NHS providers and the wider care and support sector. Where appropriate, they will direct the patient to these services

You won’t be asked to divulge any personal or confidential information and you can refuse of course, the option is yours and you will never be refused a GP appointment. Please be assured that if you need to see a GP, you will get to see a GP.

Care navigators will never try to diagnose your problem or offer you clinical advice; this new way of working is about offering you the choice to see other health professionals who will be more appropriate than the GP, and who may often be able to see you quicker and easier.

Their goal is to ensure that patients get the right care at the right time in the right place with the right outcome. For example, when a patient presents with symptoms that would be better dealt with by another service such as a pharmacist or optician, patients can be confidently offered these choices, allowing them to go straight to the service which best meets their health and wellbeing needs.

 

Please click the link below for the NHS symptom checker and Use the right service information

https://usetherightservice.com/self-care/nhs-symptom-checker/

Appointments System

You can see the doctor of your choice by making an appointment by telephone (01282 644222) or by calling in.

We may not be able to offer a routine appointment on the same day, but we will try to be as accommodating as possible. It may be necessary to question you if you require an emergency appointment, to gauge conditions needing urgent attention but you will be seen within 48 hours.

Appointments are for 10 minutes. If you feel you require more time, please advise the receptionist when booking your appointment.

If you have registered for online access you can make an appointment using your log in details via emis access. 

We are unable to offer nurse appointments on-line due to the information that is required prior to booking; the receptionist has to make the appointment with the appropriate nurse and length of time required for that appointment.

Persons arriving more than 10 minutes late will be asked to re-book their appointment in order not to inconvenience other patients.

Please remember it is one patient per appointment.

Emergency Appointments

Patients will be seen on the same day, but not necessarily by your usual doctor. Please tell the receptionist if you feel your problem is an emergency. Sick children and elderly patients will always be seen on the same day. Please try to bring patients to the surgery it is quicker than requesting a home visit.

Telephone Consultations

You may telephone for advice during reception opening times. If a doctor is not available we will advise a suitable time to ring back, or we will contact you.

Ambulance Bookings

Ambulance bookings for hospital appointments are taken from patients whom due to SEVERE MEDICAL conditions are unable to travel without assistance.

To book an ambulance please phone 08450 539078.

Home Visits

If possible please try to telephone reception before 10:00 if you require a home visit.

You may only request a home visit if you are housebound or are too ill to visit the practice. Your GP will only visit you at home if they think that your medical condition requires it and will also decide how urgently a visit is needed.

You can be visited at home by a community nurse if you are referred by your GP. You should also be visited at home by a health visitor if you have recently had a baby or if you are newly registered with a GP and have a child under five years.

Cancel an Appointment

It is important that you inform the reception staff if you are unable to attend your appointment, this will allow that appointment to be offered to another patient. If you fail to notify the Practice that you are unable to attend, you will be sent a letter informing you that you have defaulted from your appointment. 3 consecutive failures to attend appointments will result in removal from the practice list.

Please use any of the following methods to cancel appointments; call us on 01282 644 222, use the EMIS online facility or send an email to burnley.gp@nhs.net.  When sending an email to cancel appointments please ensure that you include the word 'cancellation' in the subject field of the email. In the main body of the email please include your name, DOB & first line of the address along with the date and time of the appointment(s) that you wish to cancel.

Late For Your Appointment

Please attend your appointment on time, if you are late you may not be seen. If you are not seen you will not be able to rearrange your appointment until the next working day-except in the event of an medical emergency that requires immediate attention.

Text Reminder Service

We have a texting service which allows you to receive confirmation and reminders about your appointments.

To have this service you will need to register by completing a consent form.

Please remember to update your contact details with us when you change address, telephone numbers and email address.

Extended Practice Opening Hours

Extended Access Service

Extended Access is a local service for local patients offering evening and Saturday appointments with GPs, Nurses and Health Care Assistants. This is not a walk-in service. These will be delivered by a new provider from April 2022.

The Extended Access Service is available by appointment only. During normal hours your GP practice may book an appointment for you, subject to availability. You can request an appointment outside of working hours by asking for the extended access service.

Access

The St Peters site can be accessed via travellator to the first floor main St Peter's Centre reception then take the blue lift to the 3 rd floor. Or from the ground floor take the orange lift.

There are no stairs, however if you are unable to use the lifts please go to the main reception or ask the volunteers for assistance.

Our Kiddrow Lane site is a single story building with disabled access.

Our Manchester Road site is a two storey building with disabled access, if you are making an appointment at Manchester Road and are unable to use the stairs, please mention this to the receptionist at the time of making your appointment.