Reading List

A curated Reading List to support and extend learning from Safe Questions for GP Receptionists and Care Navigators.

The sources below cover safe access, care navigation, accessible communication, interpreting, digital requests and records. Use your practice's local scripts, templates and escalation routes for day-to-day wording.

1. General Practice Access and Care Navigation

• NHS England - How to improve care navigation in general practice
  Guidance on care navigation in general practice, why staff may collect information, and how consistent processes support routing and governance.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS England - Digitally enabled triage
  Explains care navigation, online consultation tools and clinical triage in general practice. Useful background for keeping question technique within non-clinical role boundaries.
  https://www.england.nhs.uk/long-read/digitally-enabled-triage/

• NHS England - You and your general practice
  Patient-facing information about contacting a GP practice and why patients may be asked for details. Helpful for explaining questions without making reception seem like a barrier.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS Inform Scotland - General practice services
  Scottish NHS information on GP services, reception teams, confidentiality and wider practice roles. Useful for UK-wide framing of first-contact communication.
  https://www.nhsinform.scot/care-support-and-rights/nhs-services/doctors/general-practice-services/

• Scottish Government - General Practice Access Short Life Working Group: access principles
  Sets out Scottish access principles including right care, right place, right time and the role of trained administrative staff. Relevant to explaining questions as part of access rather than clinical judgement.
  https://www.gov.scot/publications/general-practice-access-short-life-working-group/pages/2/

• Welsh Government - GMS contract access commitment 2024 to 2025
  Welsh Government guidance on access commitments for GP practices in Wales. Relevant for understanding national access expectations and the need for clear contact routes.
  https://www.gov.wales/gms-contract-access-commitment-2024-2025

2. Accessible and Sensitive Communication

• NHS England - Accessible Information Standard
  Overview of the Accessible Information Standard, which supports communication for people with disability, impairment or sensory loss. Relevant to asking questions in ways patients can understand and answer.
  https://www.england.nhs.uk/about/equality/equality-hub/patient-equalities-programme/equality-frameworks-and-information-standards/accessibleinfo/

• NHS England - Accessible Information Standard implementation guidance
  Detailed guidance on identifying, recording, flagging, sharing and meeting communication needs. Useful for recording access needs and adjusting how questions are asked.
  https://www.england.nhs.uk/long-read/accessible-information-standard-implementation-guidance/

• NHS England - Interpreting and translation in primary care
  Guidance and resources on interpreting and translation in primary care. Relevant when accurate, confidential questioning cannot rely on family members, friends or ad hoc interpretation.
  https://www.england.nhs.uk/interpreting/

3. Records, Digital Requests and Clinical Boundaries

• NHS Transformation Directorate - Records Management Code of Practice
  Guidance on records management for health and care organisations in England. Useful background for keeping records factual and avoiding unnecessary or judgemental detail.
  https://transform.england.nhs.uk/information-governance/guidance/records-management-code/records-management-code-of-practice/