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This role was introduced in line with the investment in primary care services to support the 'named clinician' for the over 75's national directive. Practices with a significant number of adults with complex needs introduced the roles to provide continuity of contact and keep the momentum of care, while at the same time making the best use of the clinician's time. The navigators undertake a range of roles and have built important relationships with patients and families who have welcomed the easy access and continuity of care. They undertook the Assistant Practitioner [nursing] course and there was a collaborative approach taken to developing the role further, in particular linking them in more closely with the practice frailty nurses. 

A typical working day for a care navigator would include:

  • Phlebotomy

  • Support with chronic disease management including self-management top tips

  • Wound management eg simple dressing changes in partnership with a registered nurse

  • Referrals to others, e.g. befriending and bereavement services, day clubs and social services

  • Support with medication management

  • Liaison with other members of the primary care team, including arranging and cancelling appointments/home visits

  • General lifestyle and health advice given

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  • Very professional, really like the service. Very well set out. Friendly mannerism

  • Easy to talk with

  • Very helpful and easy to talk to

  • Both Gemma and Catherine are pleasant when visiting and try very hard to help in any way they can

  • Saved me going to surgery as checked blood pressure as well

  • Helped with medication queries

  • The girls came back to reassure me that things were being done

  • Lovely lady Gemma got my dad a life bracelet so that we feel better about leaving him on his own and came back to make sure it was done

  • Felt like I had been neglected until she came and helped me understand my medications and referred me to the district nurses for my sore

  • Kathryn Johnson has what it takes showing compassion and understanding with people

  • I wish her good luck in the future

  • Should be more help like these care navigators

  • Excellent service

  • It was nice to see someone after hospital

  • Very helpful and reassuring

  • She kept coming back until everything was arranged and in place, very friendly so was very easy to talk to

  • Helped understand my medication that has changed in hospital and ordered my commode

  • Excellent

  • Can't appreciate it more. Thank you so much

  • Very good - I would be lost without her. The best nurse I have ever had. I can talk to her and doesn't look at me like I'm daft, listens to me. There needs to be more of her.