Different practices use different titles: receptionist, care navigator, patient advisor, call handler, patient services advisor, administrator, care coordinator or front-desk team member. A title does not always mean the same tasks.

This course uses "GP receptionist and care navigator" as a practical shorthand. Your contract, job description, induction, local protocols, training and manager instructions determine what you should do in your workplace.

England's general practice model describes structured contact routes, information collection, assessment and allocation across the wider practice team. In Wales, care navigation ties into GMS access commitments, digital request handling, telephone demand management, patient feedback and equality impact review. Scotland's NHS Inform describes receptionists as trained staff who ask for general information, guide people to the best care, do not make clinical decisions and keep information confidential.

Northern Ireland has HSC primary care structures, and some areas use MDT practices where first-contact physiotherapists, social workers and mental health practitioners work alongside the practice team. Phone First and GP out-of-hours arrangements can also affect urgent access. These arrangements vary between Trusts, GP Federations and practices.

The shared elements are first-contact safety, confidentiality and accurate routing. Local differences include the job title used, the wider team available, the urgent access route, and the exact booking or care navigation process.