Using the Signposting Toolkit day to day

Navigation

• Home

• Getting Started

• User Guide

• Day-to-day use

• Symptom Library

• Clinical Governance

• AI Features

• Appointment Directory

• Workflow Guidance

• High-Risk & Highlighting

• Multi-Surgery & RBAC

• Admin Guide

• Developer Guide

A quick, task-first guide for reception and admin staff. This page helps you find the right part of the toolkit for what you need to do right now.

Remember: The toolkit supports your decision-making, but it doesn’t replace your judgement. When in doubt, ask a clinician or your practice lead.

If you’re answering calls

You need to find the right guidance quickly and route patients safely.

Use: The Signposting module (the main symptom search page)

• Search for the main reason the patient is calling (e.g. “chest pain”, “rash”, “earache”)
• Use the age filters (Under-5, 5–17, Adult) to narrow results
• Read the brief instruction first, then follow the detailed steps
• Look for highlighted text — red or pink highlights indicate higher risk
• Use the high-risk buttons on the homepage for urgent symptoms like stroke or sepsis

More detail: See the User Guide for step-by-step guidance on using the symptom library.

If you need to check how your practice does something

You need to find internal procedures, local processes, or staff information.

Use: The Practice Handbook module

• Open Practice Handbook from the navigation menu
• Browse categories or search for what you need
• Check the pinned panel at the bottom for GP on-take, task buddy system, or post route information

More detail: See the Admin Guide for how Practice Handbook works.

If you’re not sure what to ask

You need help phrasing questions to gather information safely from callers.

Use: AI Suggested Questions (if enabled for your surgery)

• Open a symptom page
• Look for the “Suggested wording for questions to ask” panel
• Use the suggested questions exactly as written — they’ve been clinically reviewed
• These questions help you gather the right information consistently

Important: AI features are optional and controlled by your surgery. If you don’t see this panel, your surgery may not have it enabled, or you can ask your admin about enabling it.

More detail: See AI Features for how AI tools work and their safety safeguards.

If something feels urgent or risky

You need to identify high-risk situations quickly and know when to escalate.

Use: The high-risk highlighting and high-risk buttons

• Red or pink highlighted text indicates urgent or high-risk situations
• High-risk buttons on the homepage give one-click access to urgent symptoms
• When you see red flags, pause and escalate to a clinician
• When in doubt about safety, book the safest option or speak to the on-call GP

Remember: It’s always better to escalate than to guess. If something feels wrong, ask for help.

More detail: See High-Risk & Highlighting for how the highlighting system works.

If you’re new or covering

You need to understand appointment types, local services, or workflow processes quickly.

Use: The Appointment Directory and Workflow Guidance modules

• Appointment Directory shows which team handles which appointment types, booking rules, and durations
• Workflow Guidance provides visual workflows for common processes like handling test results or processing documents
• Both are searchable and designed to help you find information fast

More detail: See Appointment Directory and Workflow Guidance for full details.

If you can’t find what you need

You’ve searched but can’t find the right guidance or information.

What to do:

1. Check with a colleague — they might know where to look or have seen similar cases
2. Ask a surgery admin — they can help find information or update content if needed
3. Escalate to a clinician — if it’s about patient safety or routing, don’t guess
4. Use the “Suggest a change” option (if enabled) — this lets you log feedback for review

Remember: The toolkit is a support tool, not a replacement for clinical judgement or team knowledge. When in doubt, ask for help.

More detail: See the User Guide for more tips on safe navigation and getting help.

Safety first

The Signposting Toolkit is designed to support safe, consistent decision-making. It doesn’t replace your judgement or clinical oversight.

Key principles:

• Always confirm the age group before following guidance
• Re-read red flags before booking appointments
• Escalate rather than guess — if symptoms don’t fit available options, speak to a clinician
• Use AI tools as support — they’re optional helpers, not decision-makers
• Ask for help — your team and clinical leads are there to support you

For more on how the toolkit supports safety and governance, see Clinical Governance.

Last updated: January 2026