How Care Coordination Training Supports Better Patient Care

Written by Darcie Parry on 04/05/2026

Background

Sarah recently joined a Primary Care Network (PCN) as a Care Coordinator. Although she had previous experience working in an administrative role within healthcare, she was new to the care coordination role and had not previously worked directly with patients.

As part of her induction, Sarah completed the two-day accredited Care Coordinator training course, alongside the recommended online learning in personalised care and shared decision making. This training helped her build confidence in understanding the purpose of the role, how to support patients effectively, and how to work as part of a multidisciplinary team.

The Situation

Shortly after completing her training, Sarah received a referral for Mr A, a 72-year-old patient with multiple long-term conditions including diabetes and COPD. Mr A had recently been discharged from hospital and the practice wanted to ensure he had the right support in place to manage his health at home.

Mr A had been struggling to keep track of his appointments and medications, and he often felt overwhelmed by the different services involved in his care.

Using the skills she developed during her training, Sarah arranged a phone call with Mr A to understand his concerns and priorities. Through a personalised conversation, she identified that his main worries were managing his medications and attending multiple appointments.

Sarah worked with Mr A to develop a personalised care and support plan. She also coordinated with the wider multidisciplinary team, including the practice nurse and social prescriber, to ensure he received the support he needed.

Sarah helped by:

Reviewing upcoming appointments and helping Mr Ahmed organise them

Ensuring communication between the GP, community nurse and pharmacy

Referring him to a social prescriber for additional support in the community

Making sure his care plan was recorded clearly on the practice system

The Outcome

With coordinated support in place, Mr A felt more confident managing his health and knew who to contact if he needed help. His appointments became easier to manage, and the practice team had better visibility of his care plan.

For Sarah, the experience reinforced the value of the training she had completed. The two-day Care Coordinator course helped her understand how to have meaningful conversations with patients, support shared decision making, and work effectively across the healthcare team.

This case highlights how the two-day Care Coordinator training course can help new care coordinators build the knowledge and confidence needed to support patients with complex needs.

By focusing on personalised care, communication, and collaboration, care coordinators can play a key role in helping patients navigate services and receive more joined-up care.

Find Care Coordinator training

Access funding to pay for your training