The Flow Navigation Centre (FNC) team has been honoured with the Special Recognition Award at the 2024 Staff Awards. This well-deserved accolade recognises the team’s exceptional work in transforming unscheduled care delivery across NHS Lanarkshire, ensuring that patient journeys remain safe, efficient, and person-centred.
Since its establishment in 2020, the Flow Navigation Centre has become an essential component of NHS Lanarkshire’s healthcare system. Initially starting with just two staff members facilitating GP calls, the FNC has evolved into a comprehensive 24/7 service staffed by 22 highly skilled individuals, including nurses, administrative staff, emergency department consultants, and GPs. Their innovative, multi-disciplinary approach now handles calls from a wide array of sources, including GPs, NHS 24, the Scottish Ambulance Service (SAS), Police Scotland, Mental Health Services, and the general public.
Trudi Marshall, Interface Director, said:Â “We are incredibly honoured to receive this award. The Flow Navigation Centre was born out of necessity during a challenging time, but it has grown into something truly remarkable. This recognition is a testament to the dedication and creativity of our team, who have worked tirelessly to ensure patients receive the right care at the right time, often in partnership with other essential services.”
One of the FNC’s standout achievements has been the development of patient-focused pathways, including the introduction of the “Call Before Convey” initiative in collaboration with the Scottish Ambulance Service. This pathway allows ambulance crews to consult with the FNC for clinical guidance before deciding whether a patient needs to be transported to hospital. Managing around 60 calls per week, this service has successfully diverted about half of these cases to more appropriate care pathways, significantly reducing unnecessary hospital admissions and ensuring patients receive the care they need.
The Flow Navigation Centre’s innovative approach doesn’t stop there. The team has embraced cutting-edge tools like Near Me video consultations and continually refined their services through methods such as the Plan Do Study Act (PDSA) cycle. Their flexibility and forward-thinking mindset have kept them at the forefront of healthcare delivery in Lanarkshire, adapting seamlessly to meet evolving patient and system needs.
The team has also been instrumental in key initiatives, such as the NHS Lanarkshire firebreak and the critical work of assessing antiviral eligibility during the COVID-19 pandemic, further demonstrating their capacity to respond rapidly to emerging healthcare challenges.
The Flow Navigation Centre team embodies the spirit of collaboration, innovation, and patient-centred care. Their outstanding efforts have not only transformed unscheduled care delivery but have also made a real and lasting impact on the lives of patients across the region. For their exceptional contribution to healthcare, the Flow Navigation Centre team is a truly deserving recipient of the Special Recognition Award.
