Reading List

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

These sources cover safe telephone access, care navigation, confidentiality, interpreting and accessible communication. Follow your local call-handling and records policies when applying this guidance.

1. GP Access and Care Navigation

• NHS England - You and your general practice
  Patient guidance on contacting GP practices, providing required information and what happens next.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS - Appointments and bookings at your GP surgery
  Information on booking routes, urgent appointment contact, online booking and other practice services.
  https://www.nhs.uk/nhs-services/gps/gp-appointments-and-bookings/

• NHS England - How to improve care navigation in general practice
  Practical guidance on care navigation including patient communication, staff training, processes and safety considerations.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

2. Confidentiality and Communication Support

• National Data Guardian - The Caldicott Principles
  Sets out principles for using 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 loss 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 services in primary care.
  https://www.england.nhs.uk/interpreting/

3. Four-Nations Context

• NHS Inform Scotland - General practice services
  Scottish NHS information on reception teams, confidentiality, appointments and practice roles.
  https://www.nhsinform.scot/care-support-and-rights/nhs-services/doctors/general-practice-services/

• Welsh Government - GMS contract access commitment 2024 to 2025
  Welsh Government guidance on GP access commitments and appointment system expectations.
  https://www.gov.wales/gms-contract-access-commitment-2024-2025