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By the end of this workshop, participants will be better able to:

  • Effectively open a care navigation conversation and retain control about its direction
  • Make the patient feel heard without allowing the patient the opportunity to dictate their solution
  • Ask insightful questions to elicit the essential information to navigate accurately
  • Manage different types of patient responses and attitudes
  • Have an optimistic mindset around what the practice can offer
  • Understand more about ARRS.


Care Navigation

  • What is care navigation, triage and signposting?
  • New ways to start patient conversations that retain control from the outset
  • Creating rapport (both on the phone and F2F)
  • Listening and asking inciteful follow-up questions to understand more
  • Use language carefully to make the patient feel understood and heard
  • Managing different types of patient responses (oversharing, embarrassment, anger, communication barriers)
  • Interrupting and closing off conversations.

Who Should Attend?

  • Receptionists
  • Care Navigators

How Long Is The Course?

This is a 3 hour course.

Delegate Feedback

Care Navigation
Castle Derwent Surgery, Cockermouth - 15th June 2022

4 delegates completed evaluations, each scoring 4 domains out of 6

Key Feedback