Navigation Program Implementation Case Study

This case study outlines the implementation of a navigation program at an NCI-designated cancer center aimed at enhancing patient access to care and improving the patient experience. The organization identified the need to reduce barriers such as long wait times and excessive patient touchpoints. The study details the process of defining standard navigation functions and intervention points to support patients throughout their cancer journey. Chartis evaluated existing navigation efforts, leading to the creation of a new nurse navigator role and the establishment of standard operating procedures. The pilot program, conducted across four disease sites, focused on refining the navigation model based on performance metrics and feedback from patients and care teams. Results indicated significant improvements in patient retention and appointment conversion rates, demonstrating the effectiveness of the navigation program in enhancing cancer services utilization and patient satisfaction. The study emphasizes the importance of personalized care and the role of navigators in facilitating a frictionless patient experience.