User Guide

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.

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.