Enhanced Care Navigation

//Enhanced Care Navigation
Enhanced Care Navigation2018-09-04T10:27:18+00:00

Project Description

The workshop will support your understanding of the role, responsibilities and competencies to enable the delivery of enhanced care navigation. These core competencies are brought together in a tiered competency framework, recognising three successive levels; essential, enhanced and expert.

This workshop will focus on the enhanced care navigation skills and will look in turn at supporting the development of these skills in 9 core areas. At the enhanced care level staff are expected to have a good level of expertise, background in health, social care and or some experience of working with people with long term health/mental health needs. Some people may have progressed for the base navigation level.

Their work may include working with patients and carers more directly with face-to face time, and with a ‘case management’ approach. Some enhanced care navigators may provide a more detailed needs and/or risk assessment and help develop care plans. They will be expected to make sure care plan action points are achieved and if not will be able to liaise with relevant team members.

  • Duration: All day

  • Location: On-site/locally

Who should attend?

Don't miss opportunity to work with leading specialists in a series of full day workshops specifically focused on the ‘business’ aspects of General Practice.
  • Senior Receptionists

  • Team Leaders

  • Administrators

The learning outcomes of the workshop:

  • Delegates will understand each of the core skills areas and will begin to develop their own skills in each area.
  • They understand the benefits of supporting and enabling healthier behaviours and self-care for patients.
  • Explore conversational techniques such as health coaching and motivational interviewing
  • They will gain an understanding of how to work across a range of service providers and develop skills in forming and maintaining professional relationships and network across organisations.
  • Will understand the potential complexities and risks.
  • The will begin to apply problem solving skills to help create solutions with patients and the MDT personalised ways to support people.
  • Delegates will have a sound understanding of theory and practice principles of person-centred care, long term conditions and health and social policy.
  • They will be able to demonstrate excellent communication and administrative skills, including being able to use evidence and data to contribute to improve services.
  • The will understand the greater degree of independent autonomous working, and how to work with supervision and mentoring from a relevant line managers and clinical staff.

Who should attend?

The training will be best suited for senior receptionists, team leaders, senior administrators. The enhanced job purpose says:

The Enhanced Care Navigator will take primary responsibility for assessment; development and co-ordination of plans for individual patients, and groups of service users; they will be monitoring those services and their impact on patient care, giving feedback on outcomes and client satisfaction to the practice.

 “The opportunity to meet, share stories and network with others in navigation roles at the workshops was reported by many to be highly valued and inspiring …… people regularly met with other team members to discuss and reflect on particularly difficult or complex cases.”

The aim is to:

  • Improve patient and carer experience.
  • Help reduce unnecessary hospital admissions and GP attendance, without necessarily incurring higher costs.
  • There is the possibility for navigators to help professionals work more effectively by sharing key information and workload, avoiding duplication and inefficiencies for the practical aspects in getting people timely help based on their holistic needs.

Workshop Agenda

Below is an outline of the proposed agenda, if you have any questions please get in touch.

09.15 Registration & Coffee
09.30 Welcome & Introduction

Open Forum – your challenges and concerns

09.45 Overview of the Enhanced Care Navigation & Objectives

  • Where we are now? The journey so far
  • Review of local service directory (pre-work?)
  • The strategic visions within RHA/CCG framework (GP/Federation)
10.00 What is the Care Navigation role?

  • What is Care Navigation & what it isn’t?
  • Patient mindset
  • Communication techniques and case studies
  • Role play
  • Discussion re directory & data capture
  • Action planning and review
10.30 BREAK
10.45 Care Navigation – Core Competencies – Setting the Scene

  1. Communications
  2. Enabling Access to services
  3. Personalisation
  4. Co-ordinating and integrating
  5. Building and sustaining relationships
  6. Knowledge for practice
  7. Personal development and learning
  8. Handling data
  9. Professionalism
10.50 Communications

Communicating in a manner that is both effective and sensitive to the patient… Excellent communication underpins person-centred care and helps build lasting, trusting relationships. Enhanced care navigation requires people to be able to communicate effectively, in verbal and written form, with a wide range of people from different cultural and organisational backgrounds, including health, social and voluntary sectors.

  • What is effective communications?
  • Barriers to communications and how to overcome them
  • Jargon and technical language
  • Improving communications
  • Listening skills
  • Assertiveness

Role Play

  • Applying skills and techniques (verbal and non-verbal) to resolve conflict, reduce distress and anger.
  • Assert ideas and opinions in a respectful, positive way which advocates the needs and wishes of the patient.
  • Communication techniques to influence and promote healthier behaviours including health coaching and motivation interviewing.
11.45 Having the local wisdom and insight – know what there is in place that will benefit patients – who do you ask? Where do you go for advice? – and how do you stay current?  How do you demonstrate persistence and resilience when faced with barriers to accessing services?

  • Discussion/ work around own services in locality and directory
  • Key access issues (e.g. pharmacies, paediatric services etc)
  • How directory updated and communicated for THEIR practice?
12.15 Personalising the journey

Understand the role of signposting – it’s about advice and guidance. The control remains with the patient – you need to help them establish how they exercise their choice. Determine the patients’ holistic support needs accurately over the telephone or face-to-face.

  • Real understanding of person-centred approach.
  • Checking and updating protocols
  • Understanding your community
  • Knowledge of wider social care setting, voluntary groups, focus workers, etc.
12.45 Co-ordination and integration

Update and share appropriate information with GPs and wider team of professionals and agencies in a timely manner

  • Identifying the right people to integrate,
  • Gaining the confidence and articulation to liaise and organise the clinical members of the practice too!
13.15 LUNCH & Networking
14.00 Building good working relationships

  • Developing the ability to build good, effective working relationships
  • How to actively seek out relevant and appropriate contacts to develop a network across a wide range of sectors including:
    • health
    • social
    • voluntary sectors.
14.20 Knowledge for Practice

Practical understanding of the importance of safeguarding – understand the value and efficacy in promoting good, effective care options

  • Provide basic advice to promote healthy lifestyle behaviours and activities.
  • Demonstrate knowledge and awareness of national and local policy of long term conditions and integrated care – how this fits in with GP Forward View 5-year Plan
  • Also, knowledge of own localities policies re multi-disciplinary teams, LCOs etc.
  • Where to go for information
14.40 Career Long Learning

Gain an understanding of the value and availability of long term learning to enable and enhance patient experience

  • Promote own role and navigation services to others working within and outside the organisation.
  • Provide supportive and constructive feedback to other staff.
  • Contribute to delivery of education, training and supervision of others.
15.00 BREAK
15.15 Handling Data

To know what information and data needs to be collected, and where it is to be captured – knowing how to retrieve it – these are both critical to being able to support the services provided to patients.

  • Manage and maintain an electronic up-to-date ‘directory’ of local services.
  • Demonstrate analytical skills in using data and information processing.
  • Research and interpret relevant information from a range of resources.
  • Analyse and present data and information to teams and commissioners.
  • Participate in audit and quality improvement
  • Liaising with Practice Manager (and Federation Ops Manager) to ensure timely and accurate data collection
  • Who else might be involved in the processing?
15.45 Professionalism

Professionalism can be challenging to describe or define. For enhanced care navigation, core competencies that will demonstrate professional behaviour, attitudes and attributes are:

  • Demonstrate a non-judgemental and respectful attitude toward others
  • Act in ways to promote values of equality and diversity.
  • Be emotionally resilient and remain calm under pressure
  • Manage stress with healthy coping mechanisms
  • Uphold the principles of confidentiality.
  • Recognise own limitations and work within the boundaries of the role, seeking help when needed.
  • Be honest and open consistently with patients and colleagues
  • Identify when a patient needs urgent help and intervenes appropriately by alerting relevant professionals.
  • Show consideration and compassion toward others.
16.15 Action Planning

  • Next steps
  • How does this work in practice?
16.30 Summary of Key Considerations and Q&A
16.45 Close
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