GP Practice
Signposting & Care Navigation Toolkit
''At a time when triage is such a critical focus for primary care in managing rising demand, the toolkit has been an invaluable asset''
Why did we create this Toolkit?
The Signposting and Care Navigation Toolkit was created and designed a few years ago by a Managing Partner working in a GP Practice in Sussex . The reason we did so was the increasing issues as follows:
GP Practice Managers
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Overwhelmed reception teams
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High patient demand
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Inconsistent signposting
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Staff training challenges
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Pressure on GP appointments
Reception and Care Navigation Teams
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Difficult patient conversations
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Lack of confidence in signposting
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Managing patient expectations
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Burnout and stress
Primary Care Networks (PCNs)
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Variation in navigation processes
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Workforce development needs
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Access and triage pressures
GP Partners and Clinical Leads
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Capacity management
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Reducing avoidable appointments
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Improving patient pathways
Why GP Practices Choose a Care Navigation & Signposting Toolkit
Today’s GP practices are under increasing pressure. Rising patient demand, limited appointment capacity, complex health pathways, and growing expectations mean practices need smarter ways to connect patients with the right support — quickly, safely, and efficiently.
A Care Navigation & Signposting Toolkit helps practices achieve exactly that.
Rather than every patient automatically being directed to a GP appointment, the toolkit enables practices to guide individuals toward the most appropriate service, resource, or healthcare professional for their needs. This improves patient flow, reduces avoidable appointments, and creates a more responsive, patient-centred experience.
Better Patient Access
Patients often feel overwhelmed when trying to navigate healthcare services. A structured signposting toolkit provides practices with clear pathways and consistent guidance, helping patients access the right care at the right time — whether that is community support, pharmacy services, social prescribing, self-care resources, or clinical intervention.
Reduced Pressure on GP Appointments
Many GP appointments are used for issues that could be effectively supported elsewhere. By improving navigation processes, practices can free up valuable GP time for patients with more complex or urgent medical needs, helping improve overall appointment availability.
Consistency Across the Practice
Without a clear framework, patient navigation can vary depending on who answers the phone or receives the enquiry. A toolkit creates a standardised, reliable approach across the whole practice, ensuring patients receive consistent information and equitable access to services.
Improved Patient Experience
When patients are directed efficiently and confidently, satisfaction improves. Patients feel heard, supported, and connected to services that genuinely meet their needs, reducing frustration and repeat contact with the practice.
Stronger Community Connections
Modern healthcare relies on collaboration across primary care, community services, local organisations, and wellbeing support networks. A signposting toolkit strengthens those connections by making services visible, accessible, and easier to navigate for both staff and patients.
Safer, Smarter Navigation
A structured toolkit supports safe decision-making through clear pathways, escalation guidance, and practical navigation resources. This helps practices manage demand more effectively while maintaining patient safety and operational confidence.
Supporting Sustainable General Practice
Care navigation is no longer optional — it is an essential part of modern primary care delivery. Practices that adopt effective signposting systems are better equipped to manage demand, improve patient outcomes, and build a more sustainable future for their teams and communities.
GP Practice Signposting & Care Navigation Toolkit Ltd
helps practices simplify navigation, improve access, and create stronger patient journeys — delivering practical solutions that make a measurable difference every day.
Your Care Navigation Toolkit
The cost of the toolkit is very low and is often self-funded by the practices themselves as there is very little cost involved.
Alternatively, many practices are approaching their PCNs to fund the Toolkit as part of the funding provided by the NHS for patient access to appointments.
In the first year, it is only £795 per practice which includes all the amendments necessary to create your bespoke toolkit.
The annual cost from year two onwards is only £199 per practice giving you an unlimited number of amendments which will keep your Toolkit up to date and relevant capturing any changes in personnel or processes in the future.
You will be able to create your own BESPOKE version of this toolkit. The content is created by a collaboration between the GP Lead Partner or nominated Clinical Lead, and the PM/Admin Manager.
Care Navigation in General Practice
This Signposting & Care Navigation Toolkit is designed to work across the various methods of contact your patient may choose to use to contact your practice:
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Face to Face
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Online Automated System
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Email
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Telephone Call
The simplicity of the Toolkit is the key to its success.
The toolkit is open on one screen all the time, with the second screen on your clinical system.
The Signposting Toolkit is a CLOUD BASED system:
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The Toolkit is cloud-based only, accessible via a designated website link
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Each Practice has its own dedicated Toolkit link
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The whole practice can use the link to access the content of the Toolkit
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All content is decided by the Practice Clinical & Management Team
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The Toolkit is FULLY amendable to become the script for the admin team to engage with patient enquiries
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There is no password access, so no staff details are taken
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No software downloads into the practice computer system
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No access at all to clinical systems
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No clinical decision making by 3rd parties
A Script for your Staff to Follow........
This toolkit is your script for your staff to follow, similar to what you have in place now, but this will make the delivery more consistent to all patients, supportive to staff so they don’t forget, and of course more supportive to patients ensuring they get the right solution straight away.
The staff answering calls via 999 or NHS111 never answer patient enquiries off the top of their head, they follow a script and proforma to ensure the paient has the best outcome on every occasion - this is the support your staff need to deliver similar outcomes and is the solution here.
Safeguarding Patient Access to Emergency Care
Importantly, there is the safety element, when it comes down to:
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child health concerns
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chest pain
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limb numbness
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sepsis
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meningitis
It is important your staff have the tools to ask the correct questions against an NHS system checker which will enable a timely intervention towards emergency care where appropriate and NOT booking them in for an appointment with a clinician a few hours later.
This patient focused signposting toolkit has been designed to support your admin team in creating a script to:
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enhance their knowledge base
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create an environment of calm, quick, professional and efficient patient processing
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catching, at first point of contact, those patients who should have called 999 instead of their GP.
''The reception team have reported feeling much more confident when booking appointments, knowing that the toolkit has been reviewed and updated by one of our GPs. The clear information provided within the various tabs supports them in effectively signposting patients to the most appropriate clinician or service—whether that’s Pharmacy First, ARRS staff, or another team member. As a result, they no longer dread the phones ringing each morning, as they now have suitable appointment options to offer. This has also led to a noticeable reduction in the level of frustration and verbal abuse received over the phone.''
Meet The Signposting & Care Navigation Toolkit,
designed by a Practice Manager, for GP Practices
Please click on the orange button below for a demonstration of the Toolkit.
