Recording, handover, feedback and improvement
Accurate recording and clear handover ensure clinicians and staff know what was requested, what was asked, what was decided and what the patient was told.
Care navigation should be reviewed and improved. Staff feedback, complaints, compliments, audits, failed signposts, call and online request data, and significant events all identify where the process works and where it is confusing or unsafe.
Useful records include
- The patient's main request or symptoms, in their own words where possible.
- Relevant responses to the agreed template or script.
- Safe contact details and any communication needs.
- The route used - appointment booked, message sent or service signposted.
- Any escalation, advice sought or safety-netting given under local process.
Care navigation should be reviewed as a safety process, not treated as a one-off script handed to reception.
Ask Dr. Aiden
Rate this page
Sign up now for a free account
Course tools & details
