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Care Navigation for GP Receptionists and Care Navigators

Safe access, signposting, escalation and patient trust

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Course Menu

Care Navigation Welcome
Care Navigation in GP
Care Navigation Boundaries
Phone, Online & Front Desk
Gathering Info Respectfully
Local Protocols & Services
Urgency & Red Flags
Matching Need to Right Care
Signposting & Self-Care
Equality & Digital Inclusion
Confidentiality & Trust
Recording & Handover
Exam Pass Notes
Reading List
Course Completion
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Equality, accessibility and digital inclusion

Care navigation must meet the needs of people with different communication styles, languages, disabilities, confidence levels, caring responsibilities, digital access, work patterns, health literacy and trust in services. Fair access does not mean everyone must use the same route.

Patients may need an interpreter, British Sign Language support, hearing assistance, Easy Read information, longer appointments, a carer present, a safe contact method, help with online forms or a face-to-face option. Make reasonable adjustments, record them, and act on them.

Common access barriers

Limited English or need for British Sign Language support.
Hearing loss, speech difficulty, learning disability, autism or cognitive impairment.
No smartphone, no internet, low digital confidence or shared device concerns.
Work, caring responsibilities, poverty, transport barriers or homelessness.
Fear, trauma, domestic abuse, stigma or previous poor experiences with services.

Scenario

A patient repeatedly submits online requests with very little detail. Staff are frustrated, but when called, the patient explains they have dyslexia and find forms difficult.

What should the team learn from this?

Short, sparse requests can indicate an access need rather than reluctance to engage.
The practice should offer a reasonable adjustment or an alternative contact route.
Staff should record communication needs in the agreed way.
Support the patient to provide enough information to assess risk and safety.
Review whether the online route excludes some patients and consider adjustments.

Welsh Government GMS Access Commitment guidance links access improvement with patient experience, digital requests, telephone system data and equality impact assessment. It asks practices to consider population needs, including protected characteristics, the Welsh language, carers and socio-economic disadvantage.

This is a useful approach across the UK: review access systems from the perspective of patients who find them hardest to use.

Equitable care navigation adapts the route so the patient can access care safely.

Optional: Not part of the course final assessment.

Another?

Key Points

Please take a moment to review these points, reflect on their significance and consider how they apply to your own experiences.

Tick to confirm (optional):

Care navigation must adapt routes to meet diverse needs rather than expect everyone to use the same route.
Common barriers include language, hearing or cognitive impairment, low digital access/confidence, work or caring commitments, transport, poverty and trauma.
Offer reasonable adjustments (interpreters, BSL, Easy Read, longer appointments, carers present, alternative contact methods) and record them.
Brief or sparse online requests may indicate an access need (eg dyslexia); staff should probe sensitively and support completion.
Regularly review digital and telephone access routes for exclusion and consider practical adjustments.
Follow local and national guidance (eg Welsh GMS Access Commitment) to link access, experience and equality impact assessments.

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Signposting & Self-Care Confidentiality & Trust

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Course Snapshot

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Length: 60 minutes CPD (1.00 CE Credits)
Appropriate for: gp receptionist, care navigator, call handler, front desk staff, reception manager, practice manager, clinical supervisor, practice nurse, social prescriber
Course Price: Free
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Assessment requirements
To receive a CPD certificate you must view all course pages while logged in, then take a MCQ assessment.
- 10 questions, pass mark 80%.
- You have unlimited attempts.

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Cite this resource

Harvard

Mecourse Lifelong Learning (2026) ‘Equality, accessibility and digital inclusion’. Birmingham, UK: Mecourse Lifelong Learning [Online]. Available at: https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion [Accessed 12 May 2026].

Vancouver

Mecourse Lifelong Learning. Equality, accessibility and digital inclusion [Internet]. Birmingham, UK: Mecourse Lifelong Learning; 2026 May 10 [cited 2026 May 12]. Available from: https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion.

Chicago

Mecourse Lifelong Learning. “Equality, accessibility and digital inclusion.” 2026. https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion. Accessed May 12, 2026.

APA

Mecourse Lifelong Learning. (2026, May 10). Equality, accessibility and digital inclusion. https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion

IEEE

Mecourse Lifelong Learning, “Equality, accessibility and digital inclusion.” Mecourse Lifelong Learning. https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion (Accessed: May 12, 2026).

AMA

Mecourse Lifelong Learning. Equality, accessibility and digital inclusion. Mecourse Lifelong Learning. Published May 10, 2026. Accessed May 12, 2026. https://www.mecourse.com/care-navigation-for-gp-receptionists-and-care-navigators-equality-accessibility-and-digital-inclusion.

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