PPG – Patient Participation Group

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.

Why Care Navigation?

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.

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.

More information about self-care for common conditions that can be treated without the need for a GP appointment can be found at: http://www.selfcareforum.org/fact-sheets/

Links to useful information 

• Medicine and Drug Directory | Information and Side Effects | Patient
• Health Information | Medical Conditions by Category | Patient
• Type 2 diabetes risk factors | Diabetes UK
• Children’s health – NHS (www.nhs.uk)
• Travel vaccinations – NHS (www.nhs.uk)

Pharmacy First

Pharmacy First – a new service for patients with your local pharmacy

The new Pharmacy First scheme means you can go and see a pharmacist about several minor illnesses and conditions you would previously have had to see your GP about. You can visit your pharmacist for a consultation and they will treat you and prescribe medication if necessary. If your condition is more serious you will be referred to a GP or hospital.

What conditions can you see your pharmacist about?

Under Pharmacy First, pharmacists can treat and prescribe medication for seven conditions. These are the conditions, and at what age, you can see the pharmacist about:

• Earache – 1 to 17 years.
• Impetigo – 1 year and over.
• Infected insect bites – 1 year and over.
• Shingles – 18 years and over.
• Sinusitis – 12 years and over.
• Sore throat – 5 years and over.
• Uncomplicated urinary tract infections – women 16-64 years.

Anyone not within these age ranges should see their GP.

There are many existing conditions which you have already been able to see your pharmacist about. These include:

• Aches and pains – such as, back pain, headache and period pain.
• Accidents – such as, sprains, minor cuts, and grazes
• Colds, flu and other infections – such as, cough, congestion, fevers and/or temperature.
• Ear care – such as, ear wax.
• Eye care – such as, conjunctivitis, styes.
• Hay fever – which is not controlled by standard over-the-counter treatments.
• Rashes.
• Skin problems – such as, athlete’s foot, cold sores, or mild eczema or psoriasis.
• Stomach aches – such as, constipation, diarrhoea, or indigestion.

How to see your pharmacist

More than 10,000 pharmacies across the UK are part of the scheme – that’s more than 9 out of every 10. Generally, you can just walk in to your closest or preferred one and ask for an appointment – or they will see you straightaway if there is availability. If you’d prefer, you can call and ask for a video consultation with the pharmacist.

You may also be referred to a pharmacy appointment from:

• NHS 111 – online, telephone and the NHS App.
• Integrated urgent care clinical assessment services.
• Urgent treatment centres.
• A&E.
• 999.
• Your GP.

To find out your nearest pharmacy and check if it is part of the scheme go to NHS pharmacy finder or just walk in.