Care Navigation and Enhanced Communication Skills

Mayfield Practice, Wandsworth, London


Located in Southwest London, this busy surgery and its associated PCN practices realised that they were struggling to respond to changes in patient pathways, exacerbated by the extra patient need challenges presented by the Covid-19 pandemic. The practices were keen to make the most of the video/telephone consultation and social prescribing services and approached Xytal to help them implement a solution.


Xytal In Action

Staff including receptionists, administration managers, practice managers and GPs completed our proprietary Care Navigation and Enhanced Communication Skills programme. Delivered and completed online through a tailored blend of team and practice-wide sessions, as well as exploring process-specific details, the programme also gave practice staff the opportunity to really understand the big-picture issues that impact on care navigation. This included understanding job roles and skills, task analysis and activities designed to “put them in the patient’s shoes” so as to gain an appreciation of what it is that patients actually think and feel on accessing their practice.


At the end of of the programme, Xytal and the practices were able to agree on a collaboratively developed action plan for implementing significant improvements across patient pathways, processes and access. Practice teams gained a greater appreciation of the wider challenges and had much improved clarity about effective care navigation from both their own and their patient’s perspectives. Individual and practice feedback was incredibly positive, with many reporting that the new skills learnt, in combination with the new processes, had resulted in a transformation in practice-patient communication and relationships, and in staff confidence and morale.

Client Feedback

Following roll-out of the new care navigation processes, staff feedback included:

“It’s so refreshing to have a facilitator that you can tell genuinely loves and has a passion for what they do. We have had some training in the past and the facilitator has been so flat that you easily lose interest in the material”
Assistant Practice Manager

“As you could see today (although everyone looked a bit tired!) the practices – and patients – have benefitted hugely”
Clinical Director

“I overheard one of the receptionists speaking with a patient this week and you could actually see the difference in how they were talking with them, they were dancing, not wrestling”
- Assistant Practice Manager

What our clients say
  • "Since the training I have started to work much more in partnership with the patient to try to find a range of options to help them with their problem”
  • “I think that we have needed this training for a long time”
  • "Thank you from us all for all your hard work and valuable teaching/facilitation"