Looking for a digital care navigation solution? Look no further, Hero has you covered.
Care Navigation is the NHS' latest attempt to shift demand away from GP appointment books, and into the diaries of other healthcare professionals or better yet, into the latest digital therapeutic. There's actually great merit to the concept - not everything requires a GP consultation, yet patients are trained to book into the GP no matter what. We also know there are many 'frequent flyers' (i.e., those patients who use the service A LOT) when it comes to NHS primary care, and many of these could be better served by a social prescriber, digital solution or simply a nurse appointment.
NHS England has made training 'Care navigators' a priority in recent years, given the clear evidence demonstrating benefits for patients and carers. These are typically individual front desk staff who are equipped to help people get "the right support at the right time". However, at Hero, we believe that digital tools can play an important role in Care Navigation, especially as digital natives increase as a percentage of UK population.
If care navigation as an activity is focused on directing patients to the right place at the right time, whether that’s within a GP practice, an alternate health service, or a community resource - then tech should be able to do this in a similar way to a trained staff member. That's what we've set out to achieve with Hero's Care Navigation tool.
Care navigation is a patient-centred approach that guides individuals to the healthcare service best suited to their needs. Rather than defaulting all patients to a GP appointment, care navigation considers the broader range of healthcare resources, including nurse practitioners, pharmacists, mental health services, and self-help options, to improve both patient outcomes and resource allocation.
For patients, care navigation means quicker access to the right support, reducing the frustration of unnecessary appointments. For healthcare providers, effective care navigation reduces demand on GPs by diverting non-essential cases to other qualified healthcare providers, improving workflow efficiency and enhancing the quality of care for patients who need it most.
Hero Health Care Navigation combines five pathways that patients can take into one simple tool that practices can configure. Hero's Care Navigation then acts as the gateway for all patient interactions - whether online or over the phone. The five pathways that could be appropriate are:
Digital Care Navigation like the Hero product empowers healthcare practices to efficiently direct patients to the best point of care, reducing the need for administrative input and providing a more streamlined experience for both patients and staff. For patients, Hero offers a patient-friendly online interface, guiding patients through a series of steps to determine their needs and then connecting them to the appropriate service.
The Hero Health Care Navigation Tool allows practice to configure their own pathways, that reflect the demographics of their patient list, the service commissioned within their ICB, the services offered by their PCN or Federation, and their willingness to accept direct bookings. Ultimately, the pathways should be designed by each practice to ensure that patients receive suitable care based on their needs. Here are some example pathways:
For patients who need direct GP services, the tool allows online booking into the GP practice for specific slot types. Patients are navigated to book appointments with the right healthcare provider, such as nurse practitioner or HCA. This reduces unnecessary appointments and enables more effective scheduling within the practice.
In areas with PCN hub site services the Hero Health Care Navigation Tool can be setup to direct patients to book into the PCN hubsite. A good example of this would be in Havering, where during 'out of hours', patients are signposted to the Enhanced Access appointment slots. This option can increase PCN usage, general appointment availability and overall access to care by enabling patients to book into nearby hub sites rather than waiting for an appointment at a single GP practice.
For certain concerns, self-help may be the most efficient and beneficial solution. Hero is pre-loaded with self-help resources or you can sign-post to your own self-help based on the patient's choices. Self-help options are beneficial for patients dealing with manageable or minor concerns, empowering them to take proactive steps in their care.
In many cases, patients don’t need a GP at all. For common, minor ailments such as colds, minor infections, or general health advice, the Hero Health tool can direct patients to alternative services like Pharmacy First using EMIS Local Services. Pharmacy services are often quicker to access and can resolve minor issues without requiring GP intervention, effectively reducing wait times and alleviating pressure on primary care services.
For more complex or non-urgent needs, the Hero Health Care Navigation Tool enables patients to submit customizable web-based forms. These forms allow patients to describe their symptoms or concerns, which are then reviewed by a team member within the practice. This triage step helps the healthcare team assess needs and decide on the best course of action, whether that’s scheduling an appointment, recommending self-care, or directing the patient to another provider.
With digital care navigation, patients no longer face the inefficiencies of phone-based appointment systems, and healthcare providers benefit from reduced administrative workloads. By providing multiple navigation options, Hero Health’s tool ensures patients are linked to the right support promptly, reducing unnecessary GP appointments and wait times.
Hero Health’s tool is fully customizable, enabling each practice to tailor the tool’s pathways and content to reflect local resources, preferences, and protocols. This flexibility is crucial for creating a navigation system that accurately reflects each practice’s unique patient demographics and healthcare environment.
By reducing the need for GP appointments for non-urgent or minor cases, Hero Health’s Care Navigation Tool helps practices better allocate resources, allowing GPs to focus on patients who need their expertise most. Patients experience higher satisfaction due to shorter wait times, increased access to relevant healthcare services, and a sense of control over their healthcare journey.
Care navigation is a transformative approach to patient care, streamlining access and empowering patients to make informed healthcare choices. With the Hero Health Care Navigation Tool, practices can integrate a digital care navigation solution that guides patients effectively, directing them to GP appointments, hub site services, self-help resources, pharmacy support, or customized triage forms as needed. By leveraging Hero Health, healthcare practices can enhance care efficiency, reduce administrative load, and improve patient satisfaction—ensuring the right care, at the right place, at the right time.
Commonly asked questions by providers using Hero to transform their service
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