Reading List

A selected Reading List to support learning from Saying No Safely for GP Receptionists and Care Navigators.

These sources provide guidance on GP access, care navigation, confidentiality, accessible communication and complaints procedures.

1. Access and Care Navigation

• NHS England - You and your general practice
  Patient guidance on accessing general practice, the information patients may be asked for and what they can expect next.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS England - How to improve care navigation in general practice
  Guidance on care navigation roles, continuity, safety and communicating with patients.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS - Appointments and bookings at your GP surgery
  NHS information for patients on how to book appointments and how to contact the practice for urgent issues.
  https://www.nhs.uk/nhs-services/gps/gp-appointments-and-bookings/

2. Confidentiality and Accessibility

• National Data Guardian - The Caldicott Principles
  Principles for handling confidential patient information, including minimum necessary use and need-to-know access.
  https://www.gov.uk/government/publications/the-caldicott-principles

• NHS England - Accessible Information Standard
  Explains duties to provide communication support for disabled people and those with sensory or communication impairments.
  https://www.england.nhs.uk/accessible-information-standard/

• NHS England - Interpreting and translation in primary care
  Guidance and resources on arranging interpreting and translation in primary care settings.
  https://www.england.nhs.uk/interpreting/

3. Complaints and Staff Safety

• NHS England - Feedback and complaints about NHS services
  Guidance on how patients can give feedback or make a complaint if they remain dissatisfied.
  https://www.england.nhs.uk/contact-us/feedback-and-complaints/complaint/

• NHS England - Violence prevention and reduction standard
  Guidance on preventing and reducing violence and abuse towards staff.
  https://www.england.nhs.uk/long-read/violence-prevention-and-reduction-standard/

Use these sources together with your local practice procedures so staff can refuse requests in a way that is fair, safe and consistent.