Enhanced care navigation workshop

Practice Managers Association
Delivery Method: Face-to-face

At the enhanced care level staff are expected to have a good level of expertise in customer care and a background of working in a healthcare environment and some experience of the active signposting.

Enhanced care navigators may be expected to provide detailed knowledge of the localities service directory and support and train other frontline members of the primary care team.

The PMA would be happy to adjust the programme to include a show case of a selection of local service providers – this has proved a valuable addition to the ECN programme.

Clinical signposting to Service Provides:

Knowledge of Localised Services

  • To provide a practical understanding and basic advice to promote localised services – each to present:
    • Provide basic advice to promote healthy lifestyle behaviours and activities.
    • Demonstrate knowledge and awareness of long-term conditions and integrated care they support.
    • Where to go for information

Signposting

  • What, where, when and how to signpost
  • Local impact
  • Q&A
  • 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 the principles of Enhanced Care Navigation
  • They will understand the benefits of supporting and enabling healthier behaviours and self-care for patients.
  • Explore conversational techniques and build on communications techniques introduced at the active signposting training, such as active listening, motivational conversations and dealing with difficult conversations.
  • 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 and clinical specialists.
  • Will understand the potential complexities and risks.
  • They will provide a degree of independent, autonomous working and will work effectively alongside the clinical Care Navigation lead.

Who should attend?

Attendees will be experienced active signposters who want to take the role further and act as Care Navigation Champion within an individual practice.

The workshop will provide the opportunity to meet other colleagues across the HMR region, share stories and network with others in navigation roles.

The aim to:

  • Improve patient and carer experience.
  • Help reduce unnecessary hospital admissions and GP attendance, without necessarily incurring higher costs.
  • Provide an opportunity to update and extend knowledge of local services.
  • Explore the role of advocate for signposting within the practice.

Workshop Agenda

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

09.15Registration & Coffee
09.30Welcome & Introduction

Open Forum – your challenges and concerns

09.45Overview of the Enhanced Care Navigation & Objectives
  • Where we are now? The journey so far
  • What are your biggest challenges and key successes?
10.00What is the Enhanced Care Navigation role?
  • What is Enhanced Care Navigation & what it isn’t?
  • Patient expectations
  • Communication techniques for enhanced CN
    • Active Listening
    • Motivational conversation
    • Dealing with difficult conversation
10.45BREAK
11.00Enhanced CN – Setting the Scene and Introduction to the Core Competencies
  1. Communications
  2. Enabling Access to services
  3. Personalisation
  4. Coordinating and integrating
  5. Building and sustaining relationships
  6. Knowledge for practice
  7. Personal development and learning
  8. Handling data
  9. Professionalism
11.30 Access to Services
  • Review of the existing Service Directory
  • Know what there is in place that will benefit patients – who do you ask?
  • Giving advice to your team.
  • 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, clinics, appointments etc)
12.15Personalising your Care Navigation journey

Understand the role of Enhanced CN. It’s about managing patient expectations and not losing the ability to say NO.

  • Determine the patients’ needs accurately over the telephone or face-to-face
  • Real understanding of person-centred approach
  • Checking and updating protocols
  • Understanding your patient profile
  • Knowledge of wider social care setting, voluntary groups, focus workers etc
13.00Lunch & Networking
14.00Building good working relationships

Developing the ability to build good, effective working relationships – and a multi-agency approach

  • How to actively seek out relevant and appropriate contacts to develop a network across a wide range of sectors including:
    • health
    • social
    • voluntary sectors.
14.30Professionalism

For enhanced care navigation; demonstrating professional behaviour, attitudes & attributes:

  • Demonstrate a non-judgmental and respectful attitude
  • 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
15.00BREAK
15.25Collaboration

Explore collaboration and examples of good practices locally and elsewhere

  • Where is it working?
  • What do you need?
  • Good practice – case studies
16.00Action Planning
  • Next Steps
  • How does this work in practice?
  • What do you do next?
  • How are you going to work together?
16.30Summary of Key Considerations and Q & A
16.45Close
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