NHS Lanarkshire – recognised nationally for leading innovation in Flow Navigation – has hosted health and care leaders from across Scotland to share insight and strengthen collaboration in urgent and unscheduled care.
The national summit, co-hosted by the Centre for Sustainable Delivery (CfSD), brought together colleagues from NHS 24, the Scottish Ambulance Service (SAS) and Health Boards across the country.
Flow Navigation connects clinicians across services – from GPs and emergency doctors to physiotherapists, nurses, and SAS teams – so patients can be rapidly assessed and directed to the right care. Instead of automatically attending an Emergency Department, people may be supported virtually or guided to NHS 24, community services, or specialist hospital care, depending on their needs.
At the event at Kirklands Hospital, NHS Lanarkshire’s HQ, participants were encouraged to compare experiences, and learn from each other as Flow Navigation Centres continue to evolve across Scotland – improving how patients move through urgent and unscheduled care.
Dan Anderton of CfSD, National Portfolio Lead for Flow Navigation, said: “This isn’t just about systems – it’s about people working together across boundaries to make urgent care safer and more seamless. The collaboration we’ve seen today shows a shared determination to keep improving how patients move through services, with empathy and teamwork at the heart of it.”
Dr Julie Ronald, CfSD Clinical Lead, added: “This event was about walking in each other’s shoes – understanding how Flow Navigation is working in different settings, sharing good practice, and exploring where collaboration can make a real difference for patients and staff alike.”
Delegates discussed key priorities including winter planning, data and workforce development, and strengthening pathways between NHS 24 SAS, and local Flow Navigation Centres. The session also featured breakout discussions and feedback on practical next steps to sustain national momentum.
Claire Ritchie, Interim Director of Interface Services at NHS Lanarkshire, added: “There’s huge value in coming together to learn from what’s working well across Scotland and identifying common challenges. Every conversation helps build empathy, shared understanding – and better joined-up care.”
What is flow navigation?
Flow Navigation improves communication and coordination between services – reducing unnecessary hospital attendances, shortening waiting times Drafand ensuring people are seen by the right professional first time. At its core, it’s about working as one system, bringing empathy, teamwork, and clinical insight together to deliver better, safer outcomes
Factfile
- The Centre for Sustainable Delivery (CfSD) works with NHS Boards across Scotland to accelerate innovation and improvement in health and care delivery.
- Flow Navigation Centres (FNCs) were established as part of Scotland’s Redesign of Urgent Care programme, linking NHS 24, SAS, GP Out-of-Hours, and Emergency Departments to improve access and patient flow.
- NHS Lanarkshire’s Flow Navigation Centre Plus (FNC+Plus) was described earlier this year by Health Secretary Neil Gray as “exemplary” and “providing real hope” during a time of national challenge.
- The service is now seen by many as a blueprint for best practice, attracting visitors from across Scotland and overseas.
- Elements of the model are already being replicated elsewhere, with FNC+Plus acting as a live demonstration of integrated, people-first urgent care.
