A care-navigation competency framework for practice managers
Medicine in Practice · 26 August 2026
care navigation competency practice manager reception training observation assurance
A care-navigation competency framework should help a practice answer a practical question: what evidence do we need before this person handles each part of the role with the agreed level of independence? It should not turn an online score into a clinical credential.
Use four evidence layers
| Layer | Evidence | Owner |
|---|---|---|
| Knowledge | Modules and assessment | Training provider |
| Simulation | Fictional contact and handover performance | Training provider |
| Local process | Systems, SOPs, services and escalation | Practice |
| Workplace performance | Observed contacts, feedback and agreed scope | Employer or supervisor |
Observe capabilities, not personality
Record whether the learner confirms identity, gathers proportionate facts, uses the approved destination and timeframe, protects confidentiality, seeks help when uncertain and closes the loop. Avoid vague judgements such as “confident” or “good with patients” without an observed behaviour.
Separate development from authorisation
A learner may complete the course while still needing support on a local system. Another may work effectively while requiring an accessibility adjustment in online assessment. Keep the evidence sources visible and make the final scope decision locally.
Add review triggers
Set a routine review date and earlier triggers for a role change, new system, revised service directory, incident theme, long absence or significant change in local process. Competence is maintained through current work, not held permanently by a certificate.
Use aggregate reporting carefully
Practice or PCN reporting can show completion, assessment and simulation themes. It should not expose private notes or imply that a league table proves service quality. Use cohort evidence to target support, then confirm workplace change locally.
See what the manager record can contain in the Reception & Care Navigation programme and pair it with the induction checklist.