Evaluating patient experience with a surgical navigation program for under-resourced patients

• Published in: The American journal of surgery 2024-12, Vol.238, p.115955, Article 115955
• Main Authors: Saikali, Linda M., Herrera, Christopher D., Chen, Angela T., Lepore, Gina, Ramadan, Omar I., Lam, Doreen, Anandarajah, Aaron, Morales, Carrie Z., Goldshore, Matthew, Morris, Jon B., Guerra, Carmen E.
• Format: Article
• Language: English
• Subjects: Adult; Aged; Communication; Cultural heritage; Empowerment; Female; Health care policy; Health insurance; Health Services Accessibility; Hospitals; Humans; Insurance applications; Insurance coverage; Likert scale; Male; Medically Uninsured - statistics & numerical data; Middle Aged; Navigation; Patient Navigation - organization & administration; Patient Satisfaction; Questionnaires; Regression analysis; Surgical disparities; Surgical navigation; Surgical outcomes; Surgical patient satisfaction; Surgical Procedures, Operative; Surveys and Questionnaires; Underserved populations
• ISSN: 0002-9610; 1879-1883; 1879-1883
• DOI: 10.1016/j.amjsurg.2024.115955

This study aimed to characterize patient satisfaction with navigators and surgical care accessed through a novel navigation program for under-resourced communities. PSN-I and PSQ-18 questionnaires assessed satisfaction with navigators and care, respectively. Primary outcomes were PSN-I and PSQ-18 scores. Secondary analyses tested associations between satisfaction and patient factors and between PSN-I and PSQ-18 scores. Of 294 patients contacted, 88 (29.9 ​%) responded. Most were Hispanic/Latinx (76.1 ​%), Spanish-speaking (71.5 ​%), and uninsured (85.2 ​%). Participants were highly satisfied with navigators (mean 38.5, SD 7.6; max. 45) and most care domains except Financial Aspects (mean 3.2, SD 1.0; max. 5) and Accessibility/Convenience (mean 3.5, SD 0.6; max. 5). Higher navigator satisfaction was associated with post-consultation need for surgery (coeff. 5.6, 95 ​% CI[0.9, 10.3]) and increased the odds of care satisfaction (OR 1.1, 95 ​% CI[1.0, 1.2]). Patients are satisfied with navigation services—a previously unstudied aspect of this unique surgical equity program. •The Center for Surgical Health (CSH) is a surgical equity intervention.•Participants were highly satisfied with CSH patient navigators.•Participants highlighted continued financial and accessibility barriers to care.•Patient navigation may impact overall satisfaction with surgical care.