A practical guide for reception and care-navigation teams using the Signposting Toolkit.

Quick start: For a task-first guide to common day-to-day situations, see Using the toolkit day to day.

1. Getting started each day

• Open the Signposting Toolkit and log in if prompted.
• Check you are in the right surgery at the top of the screen.
• Make sure your headset/phone and clinical system are ready before taking calls.

2. Finding the right symptom quickly

• Use the search bar to type the main reason for contact (e.g. “ear pain”, “rash”).
• You can filter by alphabet or age group (Under-5, 5–17, Adult) to narrow results.
• If unsure which symptom fits, pick the closest match and read the brief instruction first.

3. Reading the guidance

• Each symptom shows a brief instruction (one-line summary) and detailed steps.
• Look for highlighted text – red or pink highlights indicate higher risk.
• Follow the steps in order; they are written for non-clinical staff in plain English.

4. Spotting high-risk situations

• Red flags are clearly highlighted. If you see them, pause and escalate to a clinician.
• High-risk buttons on the homepage give one-click access to urgent symptoms (e.g. stroke, sepsis).
• When in doubt about safety, book the safest option or speak to the on-call GP/clinical lead.

5. Choosing what to do next

• Options usually include: self-care/pharmacy, book a routine slot (green), semi-urgent (orange), urgent/triage (red or pink).
• Age-specific guidance may change the action – check the correct age tab before booking.
• Use the Appointment Directory if you need to confirm which team handles a specific slot type.

6. If you are unsure

• Stop and check with a clinician rather than guessing.
• Summarise the concern, any red flags, and what you have already checked.
• Document the call according to your practice policy.

7. Getting help from an admin or clinical lead

• Ask a surgery admin if wording looks wrong or local services have changed.
• Admins can request clinical review or edit local instructions; superusers can make wider changes.
• Use the in-app “Suggest a change” option (if enabled) to log feedback for review.

8. Staying up to date

• The toolkit shows a banner if content needs clinical review; follow the guidance but confirm with a clinician if worried.
• New features (e.g. AI Suggested Questions) appear after they are reviewed and enabled for your surgery.

9. Key tips for safe navigation

• Always confirm the age group.
• Re-read red flags before booking.
• If symptoms do not fit the available options, escalate rather than book a routine slot.
• Keep notes concise and factual; include who you escalated to when relevant.

Last updated: February 2026