The Flow Navigation Centre (FNC+Plus) team at NHS Lanarkshire has been announced as a finalist for the Staff Awards Ceremony 2024, recognised for their essential role in transforming unscheduled care across the region. Since their establishment in 2020, this dynamic team has been a pillar of NHS Lanarkshire’s healthcare system, continually adapting to meet the challenges posed by the COVID-19 pandemic and the demands of operational flow, while ensuring patient journeys remain safe and person-centred.
What began as a small two-person team facilitating GP calls has grown into a 24/7 service comprising 22 dedicated staff members, including nurses, administrative staff, emergency department consultants, and GPs. The Flow Navigation Centre now handles calls from a broad range of sources, including General Practitioners, NHS 24, the Scottish Ambulance Service (SAS), Police Scotland, Mental Health Services and the general public.
One of the team’s standout achievements has been the development of innovative, patient-focused pathways through strategic partnerships with services like SAS and Hospital at Home. One such initiative, the “Call Before Convey” pathway, allows ambulance crews to consult with the Flow Navigation Centre for clinical guidance before deciding if a patient needs to be taken to hospital. This pathway manages approximately 40 calls per week, with nearly half of those calls successfully diverted to more appropriate care pathways. This effort has significantly reduced unnecessary hospital admissions, ensuring that patients receive the right care at the right time.
The Flow Navigation Centre is constantly evolving, expanding its range of pathways to serve diverse patient needs. The team also played a critical role in the NHS Lanarkshire firebreak initiative and contributed to assessing antiviral eligibility during the pandemic, providing a vital service during unprecedented times.
The Flow Navigation Centre embodies the spirit of collaboration and innovation, with a clear focus on providing safe, effective, and efficient patient care. Through their commitment, flexibility, and dedication, they have revolutionised the delivery of unscheduled care in Lanarkshire. For their outstanding contributions to healthcare, the Flow Navigation Centre team is a deserving finalist for this award.
