A dedicated health professional is leading calls for patients to ease “unprecedented pressure” on the NHS by maximising the options when visiting general medical practices.

Lynsey Jenkins is celebrating 20 years with the NHS this year – working on the frontline of both primary and secondary care in Darlington – and she says the demands are greater than at any time in her career.

She spends four days a week as assistant practice manager at St George’s Medical Practice in Middleton St George, plus one day as an accident and emergency receptionist at Darlington Memorial Hospital.

That gives her a rounded view of the ever-increasing demands on the NHS, making her ideally placed to see the need for services to evolve.

“Coming out of the COVID-19 pandemic, I’ve never known the pressure to be as high as it is now, and that makes it more important than ever that the NHS evolves to free up capacity,” she says.

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Lynsey is an advocate of what’s called ‘care navigation’ – guiding patients to the most effective route for treatment or advice. Options available to care navigators include: GPs; Advanced Nurse Practitioners; Pharmacy; First Contact Physiotherapy; Practice Nurses; Minor eye surgery; Social Prescribing; and Health Coaches.

“It’s about doing what’s best for each individual patient,” she adds. “Care Navigation not only identifies the best source of care but frees up appointments for patients whose best option is to see their GP.”

Lynsey previously worked in customer care for Morrisons supermarket, but was looking for a new challenge, and her focus is now on ‘customer care’ in the NHS.

She gives the example of someone coming to a general practice with a sore eye. Instead of seeing a GP, it may be quicker and more appropriate to direct them to minor eye services offered by three opticians in Darlington.

Another example is that all local GP surgeries have direct access to a system enabling them to make appointments for face-to-face consultations with a physiotherapist.

A wide range of minor ailments can also be treated by local pharmacists. With the help of care navigators at GP surgeries, patients can choose which pharmacy they attend.

All local medical practices can also book patients into the “GP extended access” service, providing appointments at weekends and evenings at the Primary Healthcare Darlington offices in Woodlands Road.]

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Having made the switch from retail, Lynsey is also passionate about recommending careers in primary care.

“I’ve never looked back from the decision I made 20 years ago when I had no previous experience in the health sector. It’s so rewarding knowing you’re making a difference to people’s lives,” she says.

A spokesperson for Primary Healthcare Darlington said: “Care navigation involves members of our General Practice teams being trained to support patients by signposting them to the most appropriate professional or service. This will help patients ensure they receive the right care, first time and as efficiently as possible.”