Impact of telephone-based patient navigation intervention at Leukemia & Lymphoma Society's Information Resource Center

Background: The Information Resource Center (IRC) of the Leukemia & Lymphoma Society (LLS) responds to nearly 80,000 annual inquiries from patients and caregivers. A patient navigation intervention was designed to expand IRC service to include a scheduled follow-up phone call from IRC to offer additional information, guidance and support.

Methods: Clients receiving patient navigation intervention (n=294) were compared to control group of clients receiving IRC service as usual (n=142). Both groups received a mailed survey 3-4 weeks following their contact with IRC (survey return rate 45%).

Results: IRC clients were interested in participating in the intervention; only 2% refused. Intervention calls, which were successfully delivered to 84% of participants, were well received. Clients reported the intervention made them feel supported (87%), clarified information (74%) and helped make decisions (45%). When asked about a series of 14 actions following their contact with IRC (e.g., read written IRC materials, ask doctor questions suggested by IRC), the intervention group was significantly more likely to take actions than the control group (average odds ratio 1.26, p=.0236). In particular, intervention participants were more likely to connect with their local LLS chapter and access support groups and financial aid. They were also more likely to have plans to follow-up on IRC suggestions.

Conclusions: Outreach to cancer information service clients through follow-up calls is an innovative approach that applies the concept of patient navigation in the context of telephone counseling. The evaluation study shows the IRC patient navigation intervention is feasible and leads to positive client outcomes.