Since launching on 6 January, we’ve seen fantastic engagement with the Digital & Transformation Hub. As of early April, 142 practices have completed a D&T Maturity Assessment, giving them clear visibility of their digital and transformation strengths and highlighting priority areas for improvement. Additionally, we’ve welcomed over 850 users from practices, PCNs, and ICBs onto the platform.
The latest GP contract and PCN DES emphasise structured transformation, including requirements like consistent online consultations (8am–6pm), risk stratification-linked CAIP funding, and the shift towards Modern General Practice Access. The D&T Hub is specifically designed to support practices and PCNs through these changes—making it easier to identify gaps, manage transformation projects, and enhance capabilities through our growing knowledge base.
New Knowledge Base Resource: Care Navigation Toolkit
Effective care navigation is now a central part of national policy — and practices are expected to use consistent triage processes across phone, online and in-person channels to help patients access the right service first time.
To support this, we’ve added a new Care Navigation Toolkit to the D&T Hub. It’s packed with practical templates and guidance to help you review your current processes, upskill your team, and embed consistent, safe triage.
Together, these resources are designed to help you deliver consistent, high-quality care navigation aligned with national expectations — and improve the patient experience at first contact. What’s included:
Care Navigation SOP Template
A ready-to-use standard operating procedure that sets out how care navigation should work in your practice or PCN.
Call Script Guidance Template
A structured guide to help reception and care navigation staff triage calls clearly and consistently — helping patients feel heard and directed appropriately.
Step-by-Step Process Review Guide
A walkthrough of how to assess and improve your care navigation system — with prompts to review consistency, safety, and effectiveness.
Skills Matrix Template
A tool to assess each team member’s confidence and readiness across different care navigation tasks — helping identify training needs.
‘Appointment 3 T’s’ Template
A planning tool that helps define Tasks, assign them to Teams, and set clear Timeframes — ensuring care navigation fits smoothly into wider appointment processes.
EMIS Web Template
A resource to help standardise how care navigation is documented in EMIS, supporting accurate records and seamless referrals.
Care Navigator A–Z Guide
A quick-reference guide for care navigators, covering common patient requests, suggested signposting options, and local referral pathways. You can access the toolkit in the ‘Care Navigation’ section of the Knowledge Base. For tailored support, we recommend completing the Care Navigation Assessment, which helps identify where your practice or PCN would benefit most.
New Feature: Document Library
We’ve also launched a new Document Library section in the D&T Hub, which contains links to important documents such as the GP contract making it easier to stay on top of key national requirements.
This page includes:
- Easy reference to the 2025/26 GP Contract, updated PCN DES, and other relevant documents
- Simple one-pager overviews for each contract, summarising what’s changed and what to focus on
- A go-to resource to support strategic planning, reporting, and contract compliance across practices and PCNs
You’ll find the new Document Library on the top right of the Knowledge Base Page in the D&T Hub.
Functional & Platform Updates
Visual Progress Tracking
See how completed actions impact your maturity scores, with dynamic visuals to demonstrate progress
Drill-Down Reporting
Click into widgets to explore underlying data tables in the Reporting section — ideal for deeper insight and evidence gathering
Smarter Action Planning
Filter actions by completion, due date, or assigned user to manage transformation activity more effectively
We’ll continue to develop and release improvements every month. If you haven’t explored the D&T Hub yet, now’s a great time to get started — or revisit your assessments and action plans to make the most of the new features.
Blog by Helen Derbyshire
Helen is an experienced Business Manager with close to 10 years’ experience in Primary Care as a Managing Partner & Practice Manager. Helen has an in-depth knowledge of digital solutions that support Primary Care.
Helen has a wealth of experience in all aspects of practice management and the challenges faced. Furthermore, Helen has implemented digital solutions to help tackle many of these challenges. Helen was an early adopter of remote care in Nursing Home settings. Helen has experience with practice mergers and working at scale. Helen is passionate about utilising and developing digital solutions to help deliver system change and to help practices work smarter.
