Welcome

Care navigation supports GP receptionists, care navigators, call handlers and frontline admin staff to gather relevant information and direct requests without making clinical judgments.

This course focuses on clinical-safety boundaries: what non-clinical staff may collect, what they must not decide, when clinician review is required, and the governance needed to keep the process safe.

What this course is about

• Administrative navigation, not diagnosis.
• Factual information, not clinical interpretation.
• Escalation when risk or uncertainty is present.
• Clear records, handover and oversight.

When done correctly, care navigation helps patients reach the appropriate clinician sooner. It is unsafe when non-clinical staff are expected to judge severity, reassure about symptoms, rank problems clinically or decide a clinician is not needed.

Local Process Comes First