How does Hero Health's care navigation work?

A patient-friendly digital front door for your practice. Accept basic clinical enquiries or point patients to your preferred medical-device solution. Create detailed forms for administrative enquiries. Accept bookings or point to 3rd party services.

Patient requests

Capture patient requests in a central inbox. Hero's care navigation system allows your patients to submit clinical and administrative requests online, over the phone or by visiting the practice. Requests are captured in structured forms, making them easy to review and action.

Create pathways

Invite your patients to submit digital enquiries to the practice using Hero's care navigation. Use our template pathways for clinical and administrative requests, or create your own pathways to fine-tune our care navigation for your practice or PCNs needs.


Requests are centralised into the Hero Inbox, where they can be prioritised, assigned to the appropriate team (or practice, if working cross-organisationally) and actioned. Respond to queries by phone, SMS or Email - sign-post the patient to the appropriate service, invite them to book or request more information.

Book appointments

Why create workload for your administrative team if you know that certain patient enquiries will always require an appointment? With Hero's care navigation, you can create pathways that lead patients to book appointments directly into your clinical diary - for example for blood tests or NHS Health Checks.


There is no one-size-fits-all digital solution for GP practices. Our care navigation interacts with your favourite tools. Perhaps you like your medical-device triage? Then you can direct clinical enquiries to eConsult, Klinik or Engage. Have an efficient system for prescription requests? Point patients to the NHS App or Patient Access.

Try submitting a new care navigation enquiry

Create pathways for patients to submit requests directly into your inbox

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Frequently asked questions

Learn more about Hero's care navigation

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Explore Hero's communication features for primary care teams

NHS GP practices use Hero to stay connected with their patients

Individual messaging

Streamline your communications with 1-2-1 messaging

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Appointment booking

Share self-booking links with your patients or accept online bookings via your website

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Batch messaging

Communicate with entire cohorts of patients by SMS or Email

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Care navigation

Your practice's digital front door. Help direct your patients to the appropriate service.

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