Care Navigation

Please don’t be offended if you are asked what the problem is when you ring to book an appointment. We respect your privacy  and we do not pressure you to discuss this with our care navigators if you do not wish to. 

About Care Navigation

Over the coming months you will notice your receptionist begin to ask for a brief outline of your problem when you ring to book an appointment.

This is because we are introducing something called “Care Navigation”. It means we are training receptionists and clerical staff to help them help patients by identifying the most appropriate place for their care. This helps you get the correct help as soon as possible. 

Through this specialist training, our practice team will be able to direct you to the most appropriate health clinician for your needs first.

Receptionists will never offer clinical advice or triage; this new way of working is about offering you the choice to see more appropriate professionals in the practice team or even somewhere else. If they can deal with the problem directly, it will often be quicker and means you may not need to see the GP at all. 

By working this way, it helps to free up time for GPs to care for patients with complex or serious health conditions that can only be managed by the GP. More importantly though, it means people are seen first by the clinician that is best placed to manage their clinical problem.

The choice is always yours though and you will never be refused a GP appointment but we hope next time you contact your GP and speak with the receptionist you will see the value of seeing another health professional if they are able to help.

If you would like someone to explain this to you in person, a member of our practice team will be happy to help.


The Care Navigator might suggest other professionals that could help you better such as:

  • Wellbeing Service
  • Paramedics
  • Pharmacy
  • Psychological Services
  • Nurse
  • Support Groups

Here are some links below that you may be signposted to:

Pharmacy First

Age UK

 Sevenoaks minor injuries

Carers First
Sexual Health Clinic
Live Well Kent/One You Kent Frailty Nurses
Urgent Dental Service Complex Care Nurses
Addiction Service-CGL District nurses
Midwife and Emergency Maternity triage Health & Social Care Co-ordinator
 We are With You

Kent Young Carers

please watch the video below to find out more -

Kent Young Carers 

please watch the video below to find out more -

Rapid response Team Social Services
Citizen Advice Bureau  

if you need to speak to any of the following please contact the surgey we can book this in for you within our surgery. 

  • Crisis Team/Single Point of Access
  • First contact physio
  •  Clinical Pharmacists