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Care Navigation – to help patients get the right support, quickly


Across County Durham, all GP practices want to make sure their patients are seen quickly by the right healthcare professional for their problem.  We know that when you are not feeling well you just want to feel better quickly and sometimes may feel that the only person to help would be a GP.


Throughout June and July, our practice staff are receiving specialist training developed by clinicians, to help them provide you with information about choices you have to see an appropriate person for your healthcare needs.  Sometimes a GP isn't the best person to see.  Within your GP practice for example a Practice Nurse (for matters including dressings, immunisations or ear syringes) may be better.  You could also be directed to a healthcare professional in the community such as a community pharmacist, optician or sexual health nurse.


When the receptionists have completed their training and you contact your GP practice, the receptionists may ask you a few questions to help navigate you to the best person to help you quickly.  They won’t try to diagnose your problem, but you may need to tell them a little about why you are calling.  Of course you do not have to, the choice is yours and you can always still request to see your GP, but you may be able to be seen faster by someone who is able to provide the right care for you using 'Care navigation' to help, without waiting to see a GP.


For further details please see the link below 


www.northdurhamccg.nhs.uk/about-our-ccg/care-navigation

Friends and Family Test (FFT)

From 1st December 2014, all GP Practices will be inviting patients to give their views on their recent experience at the practice. 

This is called the Friends and Family Test and the question you will be asked is:

"We would like you to think about your recent experience of our service.  How likely are you to recommend our GP practice to friends and family if they needed similar care or treatment?"

The choices of reply are:

Extremely Likely

Likely

Neither likely nor unlikely

Unlikely

Extremely unlikely

Don't know

The practice will collate the information received and this will be published, although the patient will have a choice as to whether their comments are published.

Please complete a form when you visit the surgery.  Simplified forms are available for feedback from children or anyone who may require them.

You can also complete the form online using the appropriate link.



 
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