Please do not be offended when asked what the problem is when you ring to book an appointment.
This is called Care Navigation and it is all about helping you get to the service you need!
About Care Navigation
You will have noticed that the reception team have begun to ask for a brief outline of your problem when you ring to book an appointment.
This is because we have introduced a signposting system called “Care Navigation”. Our receptionists and clerical staff have been trained to help them help you by identifying the most appropriate place for your care.
Through this specialist training, our practice team will be able to direct you to the most appropriate health clinician for your needs first.
Receptionists will never offer clinical advice or triage; this is about offering you the choice to see more appropriate professionals, whether that be in the practice or even somewhere else. If they can deal with the problem directly, it will often be quicker and means you may not need to see the GP at all.
By working this way, it helps to free up time for GPs to care for patients with complex or serious health conditions that can only be managed by the GP. More importantly though, it means people are seen first by the clinician that is best placed to manage their clinical problem.
The choice is always yours though and you will never be refused a GP appointment but we hope next time you contact your GP and speak to a receptionist you will see the value of seeing another health professional if they are able to help.