We are introducing a new care navigation approach to help patients receive the right care from the right healthcare professional as quickly as possible.

When you contact the practice, our trained reception team may ask for some brief information about your health concern.

We understand some patients may wonder why they are being asked for this information. Our reception team ask these questions so they can guide you appropriately and make sure your request is handled safely.

They are not making clinical decisions and they are not deciding whether you need care. They work using agreed practice guidance with support from our clinical team.

Depending on your needs, you may be offered:

• An appointment with a GP
• Support from another member of our practice team
• Advice from an appropriate NHS service
• Information texted to you.

All information you provide is treated confidentially, exactly as you would expect from any member of the practice team.

This change is being introduced as a pilot and we will be reviewing feedback from patients and staff. Our Patient Participation Group, launching in July, will also help us review and shape this process.

Our aim is simple: helping every patient access the right care, from the right person, at the right time.