GP care navigators phase one report

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Summary of report content

This report explores some of the interactions between the caller and the receptionist at GP practices and how willing patient are to accept changes in relation to the care navigation scheme. Healthwatch Stoke-on-Trent found that people are largely comfortable with the GP receptionist, even though a significant number expressed disagreement with the practice in principle (care navigation). The appointment booking process relies on clear communication to be successful. Most patient said they can easily answer questions put to them by reception staff while 8% felt they did not feel confident that what they told the receptionist would be understood. The report informed that care navigation offers an opportunity to relieve some of the pressures of the pressures on GP services by filtering out patients who could be treated elsewhere. NHS England evaluation suggest that care navigation is effective. However, there is a need for more evidence about patient experience and outcomes.

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General details

Report title 
GP care navigators phase one report
Local Healthwatch 
Healthwatch Stoke-on-Trent
Date of publication 
Monday, 8 January, 2018
Date evidence capture began 
Monday, 8 January, 2018
Date evidence capture finished 
Monday, 8 January, 2018
Type of report 
Key themes 
Booking appointments
Continuity of care
Health inequalities
Health promotion
Health protection
Information providing
Patient records
Quality of appointment
Quality of care
Healthwatch reference number 

Methodology and approach

Was the work undertaken at the request of another organisation? 
What type of organisation requested the work 
If this work has been done in partnership, who is the partner? 
Stoke-on-Trent Clinic Commissioning Group
Primary research method used 
How was the information collected? 
If an Enter and View methodology was applied, was the visit announced or unannounced? 

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 
Age group 
Not known
Not known
Not known
Sexual orientation 
Not known
Does the information include public's views? 
Does the information include carer's, friend's or relative's views? 
Does the information include staff's views? 
Does the information include other people's views? 
What was the main sentiment of the people who shared their views? 

Outcomes and impact

Were recommendations made by local Healthwatch in the report? 
Does the information contain a response from a provider? 
Is there evidence of impact in the report? 
Is there evidence of impact external to the report? 

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.