Checking eligibility, availability and whether the route is usable

A signpost can be factually correct yet unusable for the patient. Before giving directions, consider whether the patient is likely to be eligible, whether the service is available, and whether the patient can actually use that route.

Eligibility, availability and access

Eligibility may depend on age, location, GP registration, rules for a clinical pathway, referral source, language needs, disability access, carer involvement, costs, NHS entitlement, local residency or whether the issue is suitable for self-referral. You do not need to check every item each time, but notice factors that might make the signpost unusable.

Availability covers opening hours, booking method, online form access, phone waiting times, same-day limits, bank holiday arrangements, transport and temporary closures.

Usability refers to the patient's confidence, literacy, digital access, hearing, speech, sight, memory, distress and their ability to act on the advice safely.

Before signposting, ask yourself: can this patient use this route, today, in the way I am about to describe?

If the answer is no, offer an alternative route, help the patient access the route, involve a carer with consent, or escalate within the practice. Active signposting is not successful simply because the information was technically correct.

Local Eligibility Rules