Transcript Document
The Dollars and $ense of Navigation: How to quantify your role Donna Moore Wilson, BSN, RN, CBCN Oncology Nurse Navigator Bon Secours St. Mary’s Hospital Richmond, Virginia [email protected] Good Help to Those in Need. ® Objectives Defining the role of the navigator Choosing appropriate navigation metrics to justify the role Developing a plan to demonstrate navigation’s value and return on investment Good Help to Those in Need. ® Bon Secours St Mary’s Hospital Good Help to Those in Need. ® Mission of the Navigator Provide a resource for cancer patients to assist them in navigating through the complex healthcare environment & around any barriers to timely care which might exist… Bon Secours Cancer Institute (2006) Good Help to Those in Need. ® Bon Secours Navigation Goal Improve communication between patients, providers, and caregivers Connect patients with community resources Collaborate across the medical team on all aspects of cancer care from diagnosis, treatment and survivorship. Good Help to Those in Need. ® Defining Navigator Program Goal of the program Key stakeholders Organization/patient needs Good Help to Those in Need. ® Goal of the program Decide on model that is most compatible for organization and patient population served Tumor Site Patient Entry Point RN, Social Worker, Community Health Worker, Lay person/survivor Good Help to Those in Need. ® Key stakeholders Patient, family members, and community Physician buy in Physician Champion Administration buy in Return On Investment Good Help to Those in Need. ® Organizational/Patient needs Expectations from providers Expectations from administration Patient demographics Good Help to Those in Need. ® Navigation Role Outreach Education/Prevention Early Detection/Access to Care Diagnosis/Treatment Time of abnormal finding, diagnosis, treatment Barriers, concerns issues arise Survivorship Summary/Care Plan QOL issues Good Help to Those in Need. ® Good Help to Those in Need. ® Metric Selection Meaningful Reliable Feasible Understandable Evidenced Based Good Help to Those in Need. ® Outcome Metrics Timeliness to care Referrals to ancillary services Retained patients Patient satisfaction Catholic Health Initiatives, 2013 Good Help to Those in Need. ® Metric Recommendations Disease site/staging at time of diagnosis Target is to increase early stage diagnosis Referral source Timeliness to care National benchmarks can be used as reference (breast, lung, colorectal, head & neck) Catholic Health Initiatives, 2013 Good Help to Those in Need. ® Navigator Productivity Indicators Patient volumes Initial, ongoing, and surveillance/survivorship Number of barriers to care identified Number of referral needs for barrier migration Time spent making referrals Patient acuity level Catholic Health Initiatives, 2013 Good Help to Those in Need. ® Navigator Productivity Indicators Patient satisfaction Retention (decrease outmigration & subsequent revenue = downstream revenue) Navigator impact on treatment adherence (revenue capture) Referral to services Can demonstrate downstream revenue Catholic Health Initiatives, 2013 Good Help to Those in Need. ® Navigator Productivity Indicators Provider Satisfaction Outcome metrics Timeliness to care Coordination/continuity of care Collaboration with addressing patient concerns Quality of patient education Catholic Health Initiatives, 2013 Good Help to Those in Need. ® Demonstrating value Increased volume and revenue Increased patient & provider satisfaction Reduced time from abnormal screening to diagnosis Earlier stage at diagnosis Reduced outmigration Good Help to Those in Need. ® Demonstrating value Adherence to treatment appointments/ reduced no-show rates Resolution of patient’s barrier to care Reduced emergency visits Shortened hospital readmissions Improved coordination of care Good Help to Those in Need. ® Conclusion Navigation is an unreimbursed service Administration faced with pressure to quantify benefits of navigation Critical to track revenues from new or returned patients who were attracted by the program’s navigation services Vital to track navigation-specific patient satisfaction. 2011 The Advisory Board Company Good Help to Those in Need. ® “Alone we can do so little; together we can do so much.” Helen Keller Good Help to Those in Need. ® References Bon Secours Cancer Institute. (2006). Oncology patient navigation program. Retrieved November 5, 2008, from Bon Secours Richmond Health System. Catholic health initiatives. Navigation program resource guide: Best practices for patient navigation programs. (2013). Retrieved August 3, 2013 from http://navigator.vc.ons.org/file_depot/0-10000000/010000/1338/folder/8022/CHI+Navigation+Program+Resource+Guide+(Outsi de+CHI+Version+0413).pdf Oncology roundtable, the advisory board company. Maximizing the value of patient navigation: lessons for optimizing program performance. (2011). Retrieved August 5, 2013 from http://www.advisory.com/~/media/Advisorycom/Research/OR/Research-Study/2011/Maximizing-the-Value-of-PatientNavigation/Maximizing-the-Value-of-Patient-Navigation.pdf Good Help to Those in Need. ®