‘Clinically Urgent Requests
Must Be Dealt With on the Same Day’
That’s the contract. SMARTnavigation is how you deliver it. Structured, GP-designed triage for your reception team that meets the new requirements for same-day access and consistent care navigation.
practices across England
patients
aligned guidance
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 500,000 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 to March 2025, from 17 practices, 152,508 patients triaged.
to econsultations
to other clinicians (Nurse, HCA)
to community pharmacy
to A&E/WIC
GP appointments avoided → 17,920 GP hours saved
UK roll-out: saved in GP time to be reallocated
for a 7,000 patient practice
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 who 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 is 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
Uses local options such as Pharmacy First, econsultation, PCN staff or community services, 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 a 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.
Cost Model
Flat rate of £1,500 per practice
Free Trial
✓ 3 months
Free Technical Support and Updates
✓ Yes
Hidden or Variable Costs
✗ No
That’s less than £5 per day for a 7,000-patient practice.
How to Get Started
Book a Demo
See SMARTnavigation in action and ask us anything.
Set Up in 30 Minutes
We provide everything needed and train your team quickly.
Start Triaging Day One
Your reception team begins using structured, GP-designed triage immediately.
Frequently Asked Questions
Will it integrate with our clinical system?
SMARTnavigation consults can be uploaded into the patient record. Full integration is currently in a test environment with EMIS, S1 and Medicus to achieve API connectivity.
How long does setup take?
Setup is quick. We’ll provide everything needed to add it to your website and train your team in under 30 minutes if needed.
What happens after the 3-month trial?
You can continue for £1,500 for the next 12 months, cancel with no penalty, or speak to us about feedback. There are no hidden charges or auto-renewals.
Do patients like it?
Yes, it’s simple to use and guides them through structured questions. Patients appreciate knowing their pathway is based on a clinically developed tool.
Is it compliant with the NHS?
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 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.
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.
Site Lead, Crawcrook Medical Centre
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.
Practice Manager, Mayflower Medical Group
We recently decided to improve our reception patient booking system by adopting the Smart Navigation tool developed by the Fuller and Forbes Healthcare Group. After just two weeks we have already found the benefits of using a systematic Navigation tool, which is actively preventing the usual 8am patient rush and providing Clinicians with a more standardised approach to patient care. As well as addressing the April contract changes, Smart Navigation provides a flexible approach to booking appointments and provides the triage system that will aid many over-worked practices. The IT support is excellent, with individual changes requested by practices actioned promptly. I wouldn’t hesitate to recommend the product.
Assistant Practice Manager, Witton Medical Centre, Burnley
Manage the way in and clinical capacity looks after itself