Reading List

A curated reading list to support safe escalation to clinicians, care navigation and first-contact handling in general practice.

The sources below are grouped under urgent-care routes, care navigation and role boundaries, and mental health escalation. Always follow local protocols alongside national guidance.

1. Core Urgent Care and General Practice Sources

• NHS - When to call 999
  Official guidance on life-threatening emergencies and when ambulance response is needed. Useful for recognising symptoms that require immediate emergency action.
  https://www.nhs.uk/nhs-services/urgent-and-emergency-care-services/when-to-call-999/

• NHS England - How to improve care navigation in general practice
  Guidance on safe care-navigation processes, red flags and the boundary between navigation and clinical decision-making.
  https://www.england.nhs.uk/long-read/how-to-improve-care-navigation-in-general-practice-2/

• NHS England - You and Your General Practice
  Patient-facing information on access and why staff may ask for details to direct care appropriately.
  https://www.england.nhs.uk/long-read/you-and-your-general-practice-english/

• NHS 24 Scotland - When to phone 111
  Scotland-specific guidance on NHS 24, urgent care and when 999 is more appropriate. Relevant where reception staff signpost to Scottish urgent-care routes.
  https://www.nhs24.scot/111/

• NHS 111 Wales - Health advice and information
  Wales urgent-care and health-advice route for non-emergency urgent concerns.
  https://111.wales.nhs.uk/

• HSCNI - Phone First FAQs
  Northern Ireland information on Phone First and urgent-care pathways. Useful where Phone First is used to route patients.
  https://online.hscni.net/our-work/no-more-silos/phone-first-faqs/

2. Care Navigation and Role Boundaries

• BMA - Care navigation and triage in general practice
  Professional guidance that distinguishes care navigation from clinical triage and emphasises governance for access systems.
  https://www.bma.org.uk/advice-and-support/gp-practices/managing-workload/care-navigation-and-triage-in-general-practice

3. Mental Health and Safety Escalation

• NHS - Where to get urgent help for mental health
  Public guidance on urgent mental health routes and emergency help. Useful when a patient reports being unsafe, suicidal or in crisis.
  https://www.nhs.uk/nhs-services/mental-health-services/where-to-get-urgent-help-for-mental-health/

Use these sources to inform local protocols, staff training, escalation scripts and reflection on safe first-contact handling in general practice.