Care navigation and effective signposting

This live 3-hour webinar is designed for admin and reception staff involved in guiding patients to the most appropriate service, appointment, or support pathway. It develops confidence in care navigation, effective signposting, and communication that is safe, clear, and patient-centred.

Session overview

Care navigation is a valuable part of modern general practice, but it must be carried out safely and sensitively. This session supports staff to understand the purpose of care navigation, improve consistency in signposting, and communicate options in a way that helps patients feel supported rather than redirected.

Outline of the session

• What care navigation means in a primary care setting
• The difference between signposting, triage, and clinical advice
• Helping patients access the right service first time
• Communicating options clearly and compassionately
• Managing resistance, frustration, or confusion from patients
• Safe limits of the non-clinical role
• Local pathways, self-care, pharmacy, community, and urgent care options
• Scenario-based examples of effective signposting

Lecturer: Jeshni Amblum-Almér