The right care from the right person, first time
Care Navigation is about choice, not triage. It aims to ensure patients receive the right care from the right person, first time. NHS Bradford District and Craven CCGs have chosen the West Wakefield Care Navigation model for roll-out across practices across all three CCGs.
All patients will be asked by reception staff if they are happy to provide further information so that reception teams can help them get the right care from the right person, first time. Taking part in Care Navigation as a patient is optional and a patient can choose to refuse this with no issue.
Our approach to Care Navigation was discussed with members of our Patient Participation Groups at the Patient Network meeting in September ( minutes and presentation available here).
People said it was particularly important that patients understood the change and why it might help them; they said we needed to make sure this information reached people with different communication needs and from different backgrounds.
People felt we should emphasise to patients that they would not be refused a GP appointment if needed and that their confidentiality would be protected.
We developed a communications toolkit for practices to help make sure that patients across Bradford District and Craven were getting good information about Care Navigation which was sent to practices before Care Navigation launched in December 2018.
The communications campaign included press releases, radio advertising, pop-up banners and posters for every practice, information leaflets including an Easy Read version and British Sign Language explanation, and videos. We also encouraged practices to work with their Patient Participation Groups and practice volunteers.
In line with the feedback from Patient Network, and comments coming through Grass Roots, we tried to make sure that people understood why they were being asked questions and emphasised patient confidentiality and choice.
Our Engaging People partners took information about Care Navigation out to the community, to make sure that people from different backgrounds understood what was happening and how it would help them. They’ve taken information leaflets and talked to people at lots of different locations, such as mosques and other places of worship, community centres, knit and natter groups and schools.
The feedback that people have given through Engaging People is being presented to practice staff in workshops set up to continually improve the way Care Navigation works for patients and carers.
They estimate that between November 2018 and January they’ve reached around 2000 people, and will continue to spread the messages about Care Navigation as part of their ongoing outreach work.
If you’ve got an experience of Care Navigation, either good or bad, we’d love to hear about it. Or perhaps you’d like someone from Engaging People to come and talk to your group about Care Navigation? Just email firstname.lastname@example.org