As PCNs continue to evolve in response to rising patient demand and workforce pressures, care navigation has become a vital strategy for ensuring patients receive the right care, at the right time, from the right healthcare professional. This blog explores how to implement care navigation in a PCN, while highlighting the operational benefits and strategic steps that can lead to meaningful improvements in patient access and staff efficiency.
What Is Care Navigation?
Care navigation is a proactive approach to patient flow management. It involves trained non-clinical and clinical staff directing patients to the most appropriate service or professional, such as GPs, pharmacists, physiotherapists, or other ARRS roles, based on their specific needs.
This model supports streamlining GP triage processes and is key to reducing GP workload through call triage, enabling practices to focus on complex and urgent care.
Why Care Navigation Matters for PCNs
Implementing care navigation can bring substantial benefits across your PCN:
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Scalable efficiencies- When paired with off-site clinical call handling services, PCNs can reduce administrative burdens while maintaining high-quality patient interaction
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Improved patient access- By offering timely redirection and appointment alternatives, care navigation significantly enhances patient access in primary care
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Enhanced patient satisfaction- Patients benefit from shorter wait times and access to professionals better suited to their needs
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Optimised workforce allocation- Care navigation enables clinicians to focus on the patients who need their expertise most, reducing time spent on cases that can be handled by other team members
Step-by-Step: How LineIn Can Implement Care Navigation in Your PCN
1. Define Objectives and Success Metrics
We start by working with your PCN to identify specific challenges, long call wait times, high appointment demand, or limited clinician availability. Together, we set clear goals like increasing signposting to pharmacy or reducing unnecessary GP bookings.
2. Map Care Pathways
LineIn helps you map out your local care landscape, highlighting GPs, ARRS roles, community services, pharmacies, and mental health support, so patients are always directed appropriately.
3. Train First Contact Advisors
Our First Contact Advisors are trained in clinical call handling best practices, NHS service protocols, communication skills, and the tech platforms you use. This ensures consistency and quality in every interaction.
4. Use Technology to Support Navigation
We integrate with digital triage tools, e-consult platforms, and call systems to support real-time decisions and maintain a single point of access in healthcare, so patients can reach all services from one central hub.
5. Offer Scalable Call Handling
LineIn’s clinical call handling services manage high call volumes and perform accurate needs assessments. We operate as an extension of your team, offering continuity and compassion without adding internal strain.
6. Monitor, Refine, and Scale
We track outcomes, highlight areas for improvement, and adapt as needed. With continuous feedback loops and data-driven insights, your care navigation model stays responsive and effective.
Implementing care navigation doesn’t have to be overwhelming. With LineIn, you gain a trusted partner that understands the realities of primary care and delivers tailored solutions that work. From reducing GP workload through call triage to improving patient experience through a single point of access in healthcare, we help PCNs make meaningful, sustainable improvements.
Ready to improve patient access and streamline triage in your PCN?
LineIn is here to help with expert clinical call handling, care navigation, and first-contact resolution. Get in touch to learn more about how we can support your goals.
