Exploring the roles, functions, and background of patient navigators and case managers: A scoping review

Expectations and Needs of Socially Disadvantaged Patients for Navigational Support of Primary Health Care Services

“…Interventions involving a navigational service, de ned as the assessment and alleviation of barriers to adequate health care by a trained lay person (6) , appear promising to improve access to PHC for various vulnerable sub-population groups, such as socially disadvantaged patients (7) , and to reduce socioeconomic disparities in healthcare (6) . Studies have shown that navigational services improve family physician a liation for low-income and underserved homeless patients (8) , contribute to reduced emergency room use by disadvantaged patients (9) and associated costs (10) , and facilitate the work of primary care teams by establishing better communication between the patient and the medical team (9) . Socially disadvantaged patients have had positive experiences with navigational services related to the emotional support received (6) as well as to the presence, availability, and competence of the person providing the service (6,10) .…”

“…Studies have shown that navigational services improve family physician a liation for low-income and underserved homeless patients (8) , contribute to reduced emergency room use by disadvantaged patients (9) and associated costs (10) , and facilitate the work of primary care teams by establishing better communication between the patient and the medical team (9) . Socially disadvantaged patients have had positive experiences with navigational services related to the emotional support received (6) as well as to the presence, availability, and competence of the person providing the service (6,10) .…”

“…The second category of navigational services includes all services that help patients on a relational or interpersonal level. Helping with decision-making (16) ; supporting follow-up care (10) ; and providing emotional support by responding to emotional distress, listening supportively, and providing comfort (6,15) are in this category. Both types of service are delivered by various practitioners with or without professional and/or clinical expertise (e.g.…”

“…Both types of service are delivered by various practitioners with or without professional and/or clinical expertise (e.g. nurses, social workers, health educators, community health workers, medical assistants, or volunteers) (10) .…”

“…A better understanding of the expectations of socially disadvantaged patients could help decision-makers design, implement, and improve PHC navigation programs (10) . The purpose of our study was to describe and better understand the needs and expectations of these patients regarding a navigational service.…”