Care navigation

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Summary of report content

Following discussions with NHS Halton CCG and the two GP Federations covering Halton (later the Primary Care Networks) it was agreed that it would be a good time to review the progress of Care Navigation after its first year of operation.

The online survey went live in November 2019 and ran for four weeks, during which time our staff and volunteers visited each of the GP practices and spoke with patients attending on the day. Healthwatch received 245 responses to the survey.

From the feedback and responses to our survey it would appear that patients understand the general principle and operation of Care Navigation. We found that people are largely comfortable discussing details of their condition with the GP receptionist, even though a significant number expressed disagreement with the practice in principle.

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General details

Report title 
Care navigation
Local Healthwatch 
Healthwatch Halton
Date of publication 
Tuesday, 26 May, 2020
Date evidence capture began 
Monday, 4 November, 2019
Date evidence capture finished 
Monday, 2 December, 2019
Type of report 
Report
Key themes 
Access
Booking appointments
Communication between staff and patients
Continuity of care
Diagnosis
Information providing
Integration of services
Healthwatch reference number 
Rep-7532

Methodology and approach

Was the work undertaken at the request of another organisation? 
Yes
What type of organisation requested the work 
CCG
Primary research method used 
Survey
How was the information collected? 
Research
If an Enter and View methodology was applied, was the visit announced or unannounced? 
N/A

Details of health and care services included in the report

Primary care services 
GP practice

Details of people who shared their views

Number of people who shared their views 
245
Age group 
All
Gender 
All
Ethnicity 
All
Specific ethnicity if known 
All
Sexual orientation 
NA
Does the information include public's views? 
Yes
Does the information include carer's, friend's or relative's views? 
Not known
Does the information include staff's views? 
No
Does the information include other people's views? 
No
What was the main sentiment of the people who shared their views? 
Mixed

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Yes
Does the information contain a response from a provider? 
No
Is there evidence of impact in the report? 
No
Is there evidence of impact external to the report? 
No

Network Impact
Relationships that exist locally, regionally, nationally have benefited from the work undertaken in the report
 
Implied Impact
Where it is implied that change may occur in the future as a result of Healthwatch work. This can be implied in a provider  response, press release or other source. Implied impact can become tangible impact once change has occurred.
 
Tangible Impact
There is evidence of change that can be directly attributed to Healthwatch work undertaken in the report.