Exam Pass Notes

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Key Takeaways

• Care navigation directs patients to the correct person, service, timeframe or consultation format for their need.
• It should protect access and safety, promote fairness and make appropriate use of the wider practice team.
• The interaction must feel like help rather than a barrier or refusal of care.
• Telephone, online and front-desk requests should follow the same approach and standards.
• Local practice protocols and current service information determine the exact route used.

Safe Boundaries and Escalation

• Within role: collect agreed information, use templates, book appointments, signpost, send messages or escalate using approved routes.
• Outside role: do not diagnose, make independent clinical risk judgements or reassure patients that symptoms are harmless.
• Escalate promptly: use the agreed urgent route for red flags, severe distress, safeguarding concerns, clinical deterioration or uncertainty.
• Do not let capacity decide risk: appointment availability must not change the clinical urgency of a concern.

Access, Signposting and Inclusion

• Ask respectfully: collect only the information needed to route the request and explain why it is required.
• Use approved pathways: confirm eligibility, access method, availability, safety limits and local alternatives before directing the patient.
• Make signposting usable: give a clear next step, check for barriers and explain what to do if the chosen route fails.
• Support fair access: consider interpreters, hearing support, learning disability, autism, digital exclusion, safe contact, carers, transport and health literacy when arranging care.

Confidentiality, Records and Improvement

• Protect privacy: avoid sensitive questions where others can hear and say that information is used confidentially to direct the request.
• Record clearly: document the request, relevant details, route taken, any escalation and advice given in line with local policy.
• Close the loop: tell the patient what will happen next and who is responsible for the next action.
• Improve the system: use staff and patient feedback, complaints, audits and reports of failed pathways to make care navigation safer.