📚 Glossary of Bookable Navigator

Urgency band

How soon they need to be seen

Every request gets sorted into a clear timeframe (now, today, by tomorrow, this week, or routine) so your team knows what to look at first.

Emergency interrupt

999 safety check

A small set of checks that catch the most dangerous, unmistakable symptoms and show 999 advice straight away – before anything else happens.

Dismissed warning

Patient overrides the 999 advice

If a patient sees the 999 advice and says it doesn't apply to them, it never just disappears – it lands in your inbox with the full story attached.

Emergency diversion

Patient accepts the 999 advice

If they accept it, the session ends there and then. No form, no data, no inbox entry – same as NHS 111 online. Your team should know this exists so the inbox is never mistaken for a complete list of everyone who tried to get in touch.

human_review

Sent to a clinician

Not a fault state – it's the safe fallback when nothing can be banded automatically yet.

Care navigation

Finding the right next step

After urgency is worked out, this is the bit that matches the request to a category and checks what's actually available to the patient.

Category

Type of request

One of around seventy request types Navigator can recognise.

Pathway / eligibility

Care option

A specific outcome (Pharmacy First, a self-referral, an annual review) checked against what the patient's actually eligible for.

Triage inbox

Your inbox

Where every request lands, sorted by urgency, for your team to review.

Provisional booking

Held appointment, pending your say-so

Navigator can offer a slot, but nothing's locked in until your practice confirms it.

Knowledge library

Our clinical rulebook

The guideline content (NICE/CKS, Royal College) that grounds every decision Navigator makes.

Write-back

Filed to the record for you

Once a ticket's resolved, the note goes straight into EMIS – so nobody has to type it up twice.

Self-book link

One-tap booking link

A single-use link you can send from a ticket. Expires in 24 hours, checks date of birth, never offered for clinician-review cases.

Snooze

Park it for later

Ticket parks itself and comes back automatically at the time you set, or the moment the patient replies.

Disposition

Where it's routed

The destination class — GP, nurse, pharmacy — Navigator's aiming the request at.

DCB0129 / DCB0160

NHS safety sign-off

The national standard for how we (0129) and you (0160) manage clinical risk together.

PDS / ODS

Patient / practice ID check

The NHS systems Navigator uses to match a patient to their record and confirm which practice they belong to.