SMARTnavigation places the duty doctor in the hands of the receptionist — freeing GP time, improving access, and cutting costs
£4.7M NHS savings in 12 months
What started as a solution in a handful of Leeds practices has now grown into a national system across over 40 practices. From Barnstaple to Newcastle, SMARTnavigation is showing the NHS that reception-led digital triage can safely transform access.
For years, most practices relied on a duty doctor to manage same-day demand — a model that is no longer sustainable. Receptionists are the first point of contact for patients, but they aren’t clinically trained and are often left making difficult decisions without the right support.
SMARTnavigation changes that. It gives reception teams the structured, GP-designed tools they need to triage safely and confidently, ensuring patients are directed to the right care the first time. In doing so, it removes the need for a duty doctor system, frees up GP time, and reduces pressure across the whole practice.
Endorsed by local practices, supported by NHS leaders, and proven in diverse communities — from inner cities to rural towns.
(April 2024–March 2025) from 17 practices, 152,508 patients triaged.
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.
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.
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.
Each day GPs provide millions of appointments to patients in England
GPs spend time with patients that should have been seen by another clinician or elsewhere
15% drop in GP numbers since 2015 despite workload increasing
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
Each Script begins with Age Related triage adapting the questions to the patients age
Condition Specific Red Flag patients guide patients away from Primary Care
Same Day Condition Specific Questions book patients into Same Day Appointments making the best use of clinical capacity
Using local options such as Pharmacy First, econsultation, PCN staff or community services but personalised to each practice
Where appropriate filters patients into bookable local appointment slots with Pharmacist to prevent patient looping
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
API integration with Optum and SystmOne in development
Planned voice automation to assist receptionists and reduce call waiting
Optional chatbot integration for patient self-triage via practice websites
Secure upload of triage data into GP clinical systems for clinician review
Fully GDPR-compliant, UK data
hosting, encryption
in transit and at rest
Standards met
And Cyber Essentials Plus
Compliance for clinical safety
Standards met
We’ve deliberately kept pricing simple and affordable, so that every practice — from single-site surgeries to ICBs — can adopt SMARTnavigation without barriers.
Yes - SMARTnavigation consults can be uploaded into the patient record, and full integration with Optum and SystmOne is underway.
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.
With recent NHSE and BMA updates, SMARTnavigation has been built to ensure your practice remains in full control. You’re the data controller, and we process patient data securely and under your instruction, in line with UK GDPR. A Data Processing Agreement is in place, and integration with Optum and SystmOne is underway. We’re aligned with NHS guidance around structured data and Pharmacy First referrals.
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.
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.
Before the 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.
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.
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