Positive Care Navigation Conversations gives reception and admin teams a practical, down‑to‑earth understanding of how their role supports safe, effective patient access in a busy practice. This is a practical workshop focused on how we present care options clearly and positively, helping patients understand and accept the most appropriate route of care.
We explore how care navigation has evolved in modern General Practice and why the way options are framed matters just as much as the options themselves. By focusing on confident communication, clear explanations and well‑presented choices, the workshop helps teams guide patients to the right care more quickly and safely. This turns care navigation from something people “try their best with” into a structured, reliable communication skill that can be applied every day.
By the end of the workshop participants will:
- Understand how effective signposting supports patient safety, access and clinical capacity
- Recognise how tone, language and consistency influence patient acceptance and trust.
- Understand how the way care options are framed can positively influence patient understanding and acceptance of the most appropriate route of care.
- Learn practical techniques for welcoming patients, asking effective questions and presenting options clearly.
- Build confidence in handling pushback and guiding patients to the most appropriate service.
- Leave with a clear, repeatable approach they can apply immediately in calls and face‑to‑face interactions.
Benefits:
- Gets patients to the right care, first time — reducing unnecessary GP appointments.
- Builds confident, consistent signposting across reception and admin teams.
- Improves patient experience at first contact while protecting practice capacity.