SMARTnavigation | Reception-Led Triage That Frees GP Time

The story so far...

Since launching at the NEC Birmingham in October 2025, over 100 GP practices have signed up to SMARTnavigation, covering more than one million patients across England.

The reason is simple. The 2026/27 GP contract requires practices to deliver structured same-day urgent access and patient response. Whether your practice runs a duty doctor, uses informal triage, or books patients straight into GP slots the expectation is the same: a safe, consistent, auditable process for directing patients to the right care.

Most practices don't have that yet. Receptionists are the first point of contact, but without structured clinical guidance they're left making difficult decisions on their own. The result is avoidable GP consultations, underused clinicians, and patients who could have been seen faster elsewhere.

SMARTnavigation changes that. Every triage script is designed by GP clinical leads, aligned with NICE CKS guidance, and refined through real-time feedback from the reception teams using them daily. Your staff can confidently direct patients to the right care first time — whether that's a same-day GP slot, a nurse, a pharmacist, or community services. GP time is freed, the whole team is used more effectively, and your practice has a clear audit trail to demonstrate compliance.

12-month case study

(April 2024 – March 2025) from 17 practices, 152,508 patients triaged.

47%

patients were redirected away from the GP

1%

to econsultations

21%

to other clinicians (Nurse, HCA)

12%

to community pharmacy

9%

to A&E/WIC

£1.36M

GP cost reallocated

71,679

GP appointments avoided → 17,920 GP hours saved

£680M

UK roll out: saved in GP time to be reallocated

ROI

Return on investment for GP Time

3:1

for a 7,000 patient GP list size

19:1

for an ICB

The Challenge

Primary Care is Overloaded

This is the problem SMARTnavigation was built to solve — giving receptionists the right tools so patients get the right care, first time, whilst directing appropriate patients away from primary care.

Clinical Support

Receptionists are the first point of contact for patients, but without structured clinical guidance they struggle to triage effectively. The Result? GPs spend valuable time on avoidable consultations and A&E fills up with patients who could have been treated elsewhere.

Replacing Duty Doctor

Most practices rely on a duty doctor to handle same-day appointment demand. SMARTnavigation removes the need for that system — freeing GPs and making better use of the whole practice team.

1.4M GP Appointments

Each day GPs provide millions of appointments to patients in England

40% Avoidable Consultations

GPs spend time with patients that should have been seen by another clinician or elsewhere

Fewer GPs

15% drop in GP numbers since 2015 despite workload increasing

A Simple, Safe, and Scalable Triage Process

SMARTnavigation was co-created with reception teams, using real-time feedback loops to refine every script in daily practice. Each consultation pathway reviewed by GP clinical leads and aligned with NICE guidance.

Age Triage

Each script begins with age-related triage, adapting the questions to the patient's age.

Red Flag Screening

Condition-specific red flag screening guides patients away from Primary Care when clinically appropriate.

Same Day Triage

Same-day condition-specific questions book patients into same-day appointments, making the best use of clinical capacity.

Routine Triage

Using local options such as Pharmacy First, econsultation, PCN staff or community services but personalised to each practice.

Pharmacy First

Where appropriate, filters patients into bookable local appointment slots with a pharmacist to prevent patient looping.

Built for Now, Ready for the Future

We've proven SMARTnavigation works today. Now we're building for the future — integrated voice automation that will support the receptionist role and create a true digital front door.

Integration

In test environment with EMIS, S1 and Medicus to achieve API integration.

Voice Automation

Planned voice automation to assist receptionists and reduce call waiting.

Chatbot

Optional chatbot integration for patient self-triage via practice websites.

Safety

Secure upload of triage data into GP clinical systems for clinician review.

Security and Compliance

GDPR

Fully GDPR-compliant, UK data hosting, encryption in transit and at rest.

NHS DSPT

Certificate achieved.

ISO 27001 principles met

And Cyber Essentials certificate achieved.

DCB0129 and DCB0160

Compliance for clinical safety.

Role Based

Standards met.

Patent pending

Designed to set new standards in secure and compliant digital healthcare.

Simple, Transparent Pricing

We've deliberately kept pricing simple and affordable, so that every practice — from single-site surgeries to ICBs — can adopt SMARTnavigation without barriers.

Feature	SMARTnavigation
Cost Model	Flat rate of £1,000 per practice
Free Trial	✅ 3 months
Free Technical Support and updates	✅ Yes
Hidden or Variable Costs	❌ No

That's less than £3 per day for a 7,000-patient practice.

How to Get Started

1

Book a Demo

See SMARTnavigation in action and ask us anything.

2

Set Up in 30 Minutes

We provide everything needed and train your team quickly.

3

Start Triaging Day One

Your reception team begins using structured, GP-designed triage immediately.

Frequently Asked Questions

SMARTnavigation consults can be uploaded into the patient record. Full integration is currently in test environment with EMIS, S1 and Medicus to achieve API connectivity.

Setup is quick. We'll provide everything needed to add it to your website and train your team in under 30 minutes if needed.

You can continue for £1,000 for the next 12 months, cancel with no penalty, or speak to us about feedback. There are no hidden charges or auto-renewals.

Yes — it's simple to use and guides them through structured questions. Patients appreciate knowing their pathway is based on a clinically developed tool.

Yes. Your practice is the data controller, and we process patient data securely under your instruction, in line with UK GDPR. A Data Processing Agreement is in place. We're aligned with NHS guidance around structured data and Pharmacy First referrals. See our Privacy Policy for full details.

Our Testimonials

SMARTnavigation has really changed how we run the practice. Patients are directed straight to the right clinician, so our appointment book is easier to manage and we're making much better use of our clinical team. We don't get the same 8am rush anymore because appointments are spread throughout the day, which patients really notice. For reception, it's taken away the guesswork — they feel safer and more confident knowing the triage questions are GP-designed and evidence-based. It means patients get the right care, first time, and the team feels supported.

Adam Bolton Practice Manager — Bramley Surgery, Leeds

SMARTnavigation has greatly improved patient care and appointment efficiency at Queens. It streamlines booking, directs patients to the right pathway, and frees up GP time. Its blood test feature lets me book HCA first, then GP, cutting three appointments down to two and creating more urgent slots. It also supports staff in difficult interactions by showing patients that pathways are GP-designed and based on clinical need. Overall, it improves outcomes, access, and use of clinician time, while supporting both patients and staff.

Emma Taylor Reception Manager — Queens Medical Practice

Before SMARTnavigation, patients were automatically booked with a GP without care navigation questions, so they weren't always directed to the right pathway. Now, the tool allows advice on the most suitable service or clinician, improving appointment availability and care quality. Reception can guide patients to community pharmacies, e-consult, or Advanced Nurse Practitioners. Overall, this has positively impacted both appointment availability and patient experience.

Charlotte Hope Site Lead

SMARTnavigation has been a game changer in triaging patients, providing a clear, standardised guide to direct them to the right service. For non-clinical staff, it's reassuring to follow an approach designed with clinical insight, removing much of the guesswork and increasing confidence, especially in busy situations. Patients also respond positively, knowing their pathway is based on a robust, clinically developed tool. Overall, it supports safer, faster, and more consistent care for both patients and the clinical team.

Mia Wright Assistant Practice Manager

Want to see how SMARTnavigation works in practice?

We'll arrange a quick demo or show how we use it day-to-day.

Book a demo