Thirty receptionists from GP surgeries across Birmingham have attended UCB to pilot an NHS training course designed to help them guide patients through the maze of care services.听
The University has been commissioned by Sandwell and West Birmingham NHS Trust to deliver the government鈥檚 pilot Care Navigators course, which is currently being trialled UK-wide to ease pressure on front-line clinicians and improve overall quality of patient care.听
As 鈥榣ink workers鈥�, non-clinical staff who receive the three-day training are equipped with information to identify and signpost people to a diverse range of services, from financial support, social care and psychological services to arts, faith and education.
The role of Care Navigator, who might be a GP receptionist, ward clerk, pharmacy technician or non-clinical frontline worker in A&E, also includes providing help with self-management, supporting people and carers with long-term conditions and care plan facilitation.听
As well as information on both local and national support services, areas covered on the training course include key communication skills, medical terminology, patient-led care and equality and diversity.
Lorraine Stevenson, a receptionist at Oldbury Health Centre who attended yesterday鈥檚 training session with four colleagues, said it would make a huge difference.听
鈥淩ather than patients using up a GP appointment, we can recommend more appropriate services to best help them at the first point of contact,鈥� she said. 鈥淔or example, the free Umbrella service at Boots, which helps with everything from contraception to drug misuse.听
鈥淟earning key medical terminology in the training was also useful. It means when a patient rings up with a condition, we can better decide if they need to see a doctor or a nurse.鈥澛犅�
Elaine Sinclair, a receptionist at Bellevue Surgery in Edgbaston who was joined by colleague Rosalind Buchanan, said: 鈥淭he health sector has changed so much and, today, there are many, many services that patients can access. The trouble is they don鈥檛 know about them.听
鈥淔or instance, people are living longer and often when a spouse dies, people don鈥檛 know what鈥檚 out there to combat isolation. They might need help with dementia. Being able to advise on services, groups and activities that suit them will, hopefully, be really useful.鈥澛�
Vicky Wynne, Assistant Dean for UCB鈥檚 School of Education, Health and Community, said the idea was to create a more sustainable, proactive and integrated health and social care system.听
鈥淎ccording to Health Education England, most people benefit at some point in their life from 鈥榥avigation鈥� through encounters with different health services, agencies and professionals, often across a 鈥榗onfusing seascape of health, social and community care鈥�,鈥� she said.听
鈥淲e were thrilled to win the tender to deliver this training, ultimately designed to help people navigate the care maze and access the right help, at the right time and in the right place.鈥澛�
Find out more about UCB鈥檚聽School of Education, Health and Community.听
