Gathering information respectfully and consistently

Care navigators need enough information to route a request safely while ensuring patients feel heard, not interrogated. How questions are asked can build or damage trust.

A concise explanation helps. For example: "To help us direct you to the right person, can I ask what you need help with? Anything you tell us is treated confidentially." This states the reason, keeps the tone respectful and reduces the sense of prying.

Information often needed

• Who the request is for and whether the caller is the patient, a carer, parent or another person.
• The main problem or request in the patient's own words.
• How long it has been happening and whether it is getting worse.
• Whether the patient has already spoken to someone or tried any treatments.
• Safe contact details, communication needs and when the patient is available.
• Any urgent symptoms, safeguarding concerns or reasons the usual route may not be safe.

Wording example

Respectful information gathering is not a barrier to care; it is part of safe routing.