Essential Communication and Care Navigation Skills (Virtual)

Number of Capacity: 16

Course Content

• What is care navigation, triage and signposting?
• Effectively open a care navigation conversation and retain control about its direction
• Focusing on what you can offer and not worrying about what you can’t
• Make the patient feel heard without allowing the patient the opportunity to dictate their solution
• Ask insightful questions to elicit the essential information to navigate accurately
• Use language carefully to make the patient feel understood and heard
• Manage different types of patient responses and attitudes
• Creating rapport (both on the phone and F2F)
• Managing different types of patient responses (oversharing, embarrassment, anger, communication barriers)
• Interrupting and closing off conversations.
• Understand more about ARRS.

Expected Outcome

• To gain a deeper understanding of NHS Care Navigation, we recommend reading the BMA guideline for an in-depth perspective.
• In today’s evolving healthcare environment, effective care navigation is crucial for delivering seamless patient experiences. Our Care Navigation Training course focuses on empowering healthcare professionals with the knowledge and tools to excel in GP care navigation.
• Gain valuable insights into the fundamental principles of care navigation within general practice. Learn the art of starting conversations effectively, asking insightful questions, and maintaining control from the outset. This foundational training ensures you can offer high-quality support to patients navigating the healthcare system.
• Explore the specific nuances of GP care navigation, a core element of patient-centred care. Understand how to guide patients through the healthcare system and connect them with essential services, including ARRS roles (Additional Roles Reimbursement Scheme). Learn to support patients in accessing the full spectrum of primary care services to enhance their care.
• Master the key communication skills essential for managing both phone and face-to-face care navigation conversations. Stay in control of discussions, ensuring that the patient feels respected, heard, and understood. Use the right language to minimize anger and confrontation, making patients more accepting of care navigation options and reducing the likelihood of challenging situations.
• Get an overview of the care navigation software used in primary care settings to streamline processes and enhance the patient experience.