PATIENTS have hit out over plans to introduce a scheme which will see anyone wanting to see a doctor have to discuss their medical needs with admin staff first.

Under a scheme being trialled in Hyndburn before being rolled out across the rest of East Lancashire by March 2018, patients calling for a GP appointment will have to talk through their health complaint with a newly appointed ‘care navigator’ before being given an appointment with a doctor.

Earlier this week, the Lancashire Telegraph revealed how the Care Navigation scheme will see ‘care navigators’, most commonly receptionists and admins staff, who have been given specialist training, direct patients to the right health professional.

Patients looking to see their GP could instead be denied an appointment and signposted to a dentist, optician, pharmacist, nurse or talking therapies.

The story has received strong reaction with many Lancashire Telegraph readers concerned at the prospect of potentially sharing their personal details with GP receptionists.

Tracy Jones said on Facebook: “I find it absolutely absurd to discuss private/personal information with reception staff. I have nothing against receptionists but some things are personal.”

Darlene Peers-Holland said: “I feel sorry for patients trying to get an appointment, but I feel more sorry for the reception staff who didn’t sign up to be involved in triage.”

Rachel Elizabeth Hinksman said: “Receptionist are just that receptionist, it’s absolutely none of their business what’s wrong with me it’s private.”

Shelley Pratley said: “I don’t see why it’s a problem, they’re only triaging and I bet 50 per cent of patients can either see a nurse or CHA freeing up the doctor’s time. “

Caroline Butterworth added: “Some kind of triage is necessary that way you can be dealt with sooner if urgent.”

Health bosses said when a patient contacts the practice, the care navigator will ask for a brief outline of the problem so they can identify the patient’s needs.

Michelle Pilling, lay advisor quality and patient involvement deputy chairman at NHS East Lancashire Clinical Commissioning Group, said: “When the CCG undertook a period of intense public engagement and consultation on what ‘good’ general practice should look like care navigation is something the residents of East Lancashire started to describe to us.

“People told us the system is complex and difficult to navigate, they don’t always know what services are available and often turn to their GP because they don’t know where else to go.

“If patients wish to use the care navigation service it is purely voluntary.

“In addition, it will help support self-care and independence as well as reducing demand and pressure on our already stretched GP services.

“The CCG has worked very closely with West Wakefield Health and Wellbeing on care navigation as they are the successful pioneers of the model and which has helped them to signpost over 23,647 patients and saved over 2,785 hours in GP time across Wakefield in just one year alone.

“Currently 15 out of 17 GP practices in Hyndburn have received training on care navigation.”