Supporting access without becoming the clinical decision-maker

Receptionists and care navigators support patient access by collecting agreed information, following local protocols, using approved booking or signposting routes and escalating uncertainty. They must not diagnose, independently assess clinical risk or decide that a patient’s symptoms are harmless.

Patients often assume that practice staff are giving clinical advice. Staff should make it clear when they are describing a process, relaying an authorised message or arranging review, rather than offering a clinical opinion.

Within role

• Ask agreed questions to understand the request.
• Use approved templates, scripts and pathways.
• Book, task, signpost or escalate as the process allows.
• Explain what will happen next in plain language.
• Seek help if the situation feels urgent, unclear or outside role.

Role-boundary caution

If the next step depends on clinical judgement, escalate through the agreed route rather than filling the gap yourself.