For: GP Surgeries
Categories: Workforce / Resilience
Duration: Delivered within 6 weeks of request
GPs report that 26% of their appointments are potentially avoidable (Primary Care Foundation).
Our EZ Nav approach ensures that reception staff are trained and upskilled in ensuring patients access the right help at the right time.
This includes options such as self-referral, signposting to other community services such as pharmacy or utilising different clinicians within the practice, instead of GP first.
EZ Nav is comprised of three core elements:
- A change management programme, to orientate our GP colleagues to the new way of triaging patients, introducing reception staff and the wider team in a safe, efficient and sustainable manner
- A proven and easy to follow online protocol developed and iterated through deep testing at-scale across an initial 37 GP practices
- Learning and development that can be sustained in the practice, to upskill existing and future workforce, together with an audit tool to assure the efficiency and safety of the new way in which patients are triaged
In addition to face-to-face practical training, reception staff will be supported with an online tool that navigates them through step-by-step clinically designed pathways, in order to safely triage patients appropriately.
EZ Nav also improves identification of urgent or life-threatening conditions at the point of contact, currently there is no systematic admin training for this.