Care navigation helps patients to be seen by the right person, in the right place, at the right time. Care navigators play a crucial role in supporting patients to access the services they need.

Care navigation is a key component of NHS England’s delivery plan for recovering access to primary care, and effective care navigation can help direct over 15% of patients to teams that could better help them.

Practice Index’s care navigation programme helps to develop the relevant skills of non-clinical staff in general practice, and supports them in enhancing the patient care pathway.

After undertaking this foundational programme, delegates will need to complete the Care Navigation Competency Framework in practice. This provides the core competencies for staff working as care navigators.

This interactive half-day session gives delegates an understanding of how care navigation works and the benefits it brings. Furthermore, delegates will learn how they can engage with patients with increased confidence. This programme provides staff with the foundation on which they can build their knowledge and skills in practice.


  • Understand the principles of care navigation and recognise the value for practices
  • Develop an awareness of the positive impact care navigation can have
  • Understand the core competencies required for effective care navigation
  • Learn how a directory of services can help patients access the right care in a timely manner
  • Understand how telephone triage works and the need for confidentiality
  • Appreciate the importance of introductions and etiquette
  • Learn how to gather information effectively
  • Know how to recognise and respond to red flags
  • Understand how to effectively conclude a call

Designed for

Those staff nominated or aspiring to be Care Navigators and/or any administrative staff who want to develop their skills and knowledge.