Care navigator training by Telelearning

Care Navigator Training

Specialist training for care navigators and other first point of contact non-clinical staff

Training overview: On our care navigator training programme, delegates will learn the benefits of initially ‘probing’ to identify the reason for appointment or call back requests.

The benefits of care navigator training

Many patients do not require a face-to-face consultation or contact with a clinician. Yet many of these are given appointments or call backs (telephone triage/consultations), or are directed to the wrong health care professional, wasting time and resources.

Care navigators can handle up to a third of calls into a surgery. Their role is vital in managing the system, but how they ask for the information is key to a successful outcome.

If probing is done effectively, it can divert a huge proportion of requested appointments elsewhere.

If face-to-face consultation or a call back is required, the care navigator can help facilitate the right outcome by determining the urgency, prioritising the patient and navigating to the right level of care.

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This course at a glance

Learning time: 4 hours

Suitable for: Non-clinical staff, including GP receptionists

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Care Navigator Training Programme 

  • Look at what we need to become ‘Care Navigators’
  • The changing role of the Receptionist
  • The importance of initially ‘probing’, understand what’s ‘signposting’ and what’s ‘prioritisation’
  • Communication skills – what’s needed to communicate effectively
  • Identify and overcome barriers to communication
  • Understand what is really meant by active listening
  • What makes someone a difficult caller
  • How to you manage a difficult caller behaviours
  • Best practice in a call process
  • Managing emergencies
  • Who to navigate to – Signposting and Prioritisation exercises
  • Summary
telephone triage courses by Telelearning

What is covered by the training programme

Care navigator training gives non-clinical staff the skills they need to determine what is best for the patient.

Developing communication skills

Training will give care navigators the ability and skills they need to communicate effectively on the phone to build rapport, trust and confidence, linked with an ability to sympathise and understand the context for the patient.

Care navigators will learn to use these communication skills to ensure callers are satisfied with the solution they offer, to arrive at a mutually agreeable outcome. This may include signposting outside the service or a non-clinical member of staff managing the patient's request.

Delivering excellent customer care

Good customer care skills are increasingly recognised as being of critical importance among care navigators and all patient-facing staff, especially when it comes to dealing with difficult or demanding callers.

During the training, delegates will learn how to communicate effectively, how to provide excellent customer service, and how to deal with difficult, demanding, or frequent patients.

How the care navigator training programme is delivered

Our care navigator training is delivered in-house. Through participatory activities, delegates will learn how and when to use the skills and strategies discussed. These include group exercises, quizzes and discussion.

*Please note we do not use role play, as this has been found to be too unsettling for staff who are not used to this method of training.

If you would like to find out more about our care navigator training, please fill in the enquiry form below and we will be in touch.

Learning outcomes of this course

  • Understand what Care Navigation is and why this is needed
  • Understand the differences between face to face and telephone communication
  • Understand what is needed for effective communication over the phone
  • Explore the importance of the initial ‘probing’ to facilitate accurate sign posting and prioritisation
  • How to identify and overcome some of the barriers to communication
  • Understand what active listening is and what this can achieve
  • Learn how to identify different behaviours and how to manage them
  • Signposting and what this means
  • Prioritisation and what this means
  • Examine a call process to facilitate best practice
  • Managing telephone emergencies

Care Navigator Training Enquiry

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