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 Victoria Road Surgery



Over the coming months you will notice your receptionist begin to ask for a brief outline of your problem when you ring to book an appointment.


This is because we are introducing something called 'Care Navigation'.  It means we are training receptionists and clerical staff to help them help patients by identifying the most appropriate place for their care.


Through this specialist training, our practice team will be able to direct you to the most appropriate health clinician for your needs first.


Receptionists will never offer clinical advice or triage; this new way of working is about offering you the choice to see more appropriate professionals in the practice team or even somewhere else.   If they can deal with the problem directly, it will often be quicker and means you may not need to see the GP at all.


By working this way, it helps free up time for GPs to care for patients with complex or serious health conditions that can only be managed by the GP.  More importantly though, it means people are seen first by the clinican that is best placed to manage their clinicial problem.


Reception Staff (Care Navigator) might suggest other professions that can help, such as: -

Wellbeing Service - self-referral


Nurse / Nurse Practitioner

Support Groups

Family Services


to name a few.


The choice is always yours though and you will never be refused an appointment but we hope next time you contact the surgery and speak to the receptionist you will see the value of seeing another health care professional if they are able to help.


If you would like someone to explain this to you in person, a member of our practice team will be happy to help.

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