Online Program

An Emergency-Department Based Patient Navigator Program Bridging Gaps in Care for Vulnerable Patients

Wednesday, November 4, 2015 : 10:30 a.m. - 10:50 a.m.

Patricia Peretz, MPH, Department of Community Health, NewYork Presbyterian Hospital, New York, NY
Erina Greca, Patient Navigator Program, NewYork Presbyterian Hospital, New York, NY
Maria Arkipoff, MPH, Adult Internal Medicine Practice, NewYork Presbyterian Hospital, New York, NY
Andy Nieto, MPA, New York Presbyterian Hospital, New York, NY
Samantha Garbers, PhD, Heilbrunn Department of Population & Family Health, Columbia University Mailman School of Public Health, New York, NY
Our complex healthcare system can be challenging to navigate under the best of circumstances and these challenges are compounded for those who are uninsured, undocumented, living in poverty or have limited English proficiency. In 2009, our hospital initiated an emergency-department (ED)-based Patient Navigator Program to support, educate and empower patients to effectively navigate the healthcare system and receive appropriate and continuous care.  Located in 3 Northern Manhattan EDs, Patient Navigators, who represented the communities served, offered comprehensive education and support to underserved patients. They linked patients to health insurance/financial assistance, scheduled primary care and specialty appointments, and connected patients to community-based resources to address social needs.  In addition, Patient Navigators provided appointment reminders and follow-up calls to ensure that patients received the care that they need.

From December 2008 to September 2014, patient navigators supported 45,530 patients in the ED setting.  Seventy-seven percent of the 40,000 patients for whom an appointment was scheduled attended the scheduled appointment, and 90% of the nearly 25,000 patients without a primary care provider had an appointment with a new provider upon discharge.  Among high ED utilizers (6+ visits within 12 months) the number of ED visits dropped by nearly 50% post-navigation. These outcomes suggest that an ED-based patient navigator program is an effective approach to connect patients to the clinical and social services they need to better utilize health care system resources and, ultimately, to better manage their health.

In 2015, this program will expand to two additional EDs in Manhattan.

Learning Areas:

Administer health education strategies, interventions and programs
Implementation of health education strategies, interventions and programs
Provision of health care to the public
Systems thinking models (conceptual and theoretical models), applications related to public health

Learning Objectives:
Identify the key components of an emergency department-based patient navigator program Discuss the benefits and challenges associated with incorporating patient navigators into the emergency department team Define resources needed to develop a similar model in your organization

Keyword(s): Community Health Workers and Promoters, Underserved Populations

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have worked alongside community partners to design, implement and evaluate community-based programs for more than 10 years and serve as Principal Investigator associated with 4 community-based research protocols.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.