Care Navigation: Getting the help you need more quickly

From 30 June 2022, this website will not be updated

For the latest local health and care information, visit the new websites for Integrated Care Board or the Integrated Care System

From 1 July 2022, Clinical Commissioning Groups will be cease to exist. Commissioning functions and information that has been previously held by East and North Hertfordshire CCG is transferring to the new NHS Hertfordshire and West Essex Integrated Care Board (HWEICB) on 1 July 2022.

HWEICB will become the new data controller. Any questions about the use of data (including patient data) by the new ICB should be directed to 

There are no changes to how local residents access NHS frontline services in Hertfordshire and West Essex as part of these changes.

Care Navigation: Getting the help you need more quickly

When you’re feeling unwell, you want to get advice and help quickly. 

Practice receptionists in many of our GP surgeries have now had additional training in ‘care navigation’ so they can help you get the right care, faster.

When you call the practice to make an appointment, the receptionist may ask you to tell them a bit about why you want to see someone.  You don’t need to give lots of detail, or tell them anything that makes you feel uncomfortable.

Once they know what you are calling about, they can see if there are other local services, like a pharmacist or school nurse that might be more suitable for you. 

Often these other services will be able to see you more quickly than a GP could.

Dr Jay Kuruvatti, GP at Wallace House Surgery in Hertford said: “Our practice reception teams are here to help patients access the right care as quickly as possible. Sometimes that care is not provided by us as GPs, but by other healthcare professionals who work in other parts of the NHS. 

“We hope that patients will understand why our receptionists might ask what you are calling about. It is purely to help them find you the right service. Telling them a bit about why you want to see someone will help them direct you to the right care, quickly. And, if after hearing about the other services nearby, you still want to see a GP, that’s fine too and the team will try to find you an appointment.”

Last modified: 

15 Jan 2019