How we sailed uncharted waters: a story of COVID Navigators
Jasmyn Burnett1, Samuel Weber1, Luke Lawrence1, Kristen Grove1, Oscar Speak1, Jocelyn White1, Rose Haines1, Sheau Chan1, Michelle Wilkinson1 1Royal Perth Hospital, Perth , WA, Australia
Abstract
In December 2021, planning for a COVID Navigator role within Royal Perth Bentley Group was undertaken. The COVID Navigator workforce comprised of Senior Allied Health and Nursing staff. A literature review on COVID-19 management was completed and similar roles interstate were explored to identify key principles of the role. Accounting for demands specific to RPBG aligning with the WA pandemic plan, three key principles were developed: Support effective and timely discharge of COVID patients from Emergency Department or inpatient wards back to the community; Act as a centralised contact point to provide a specialist level of clinical and operational knowledge; Reduce duplication of processes by introducing simplified care navigation processes.
The COVID Navigator role evolved in collaboration with internal and external stakeholders, including hospital clinical and non-clinical services, external agencies, and state government departments. Through case management of complex patients, policy and process design, and troubleshooting, they were integral in providing a service that supported consumers and staff in their COVID journey.
To understand the service delivery and impact, data was captured for every interaction and published to a dashboard. The role proved valuable with benefits in improved efficiency of COVID patient management and facilitation of changes in practice to assist in returning to business as usual. Patient satisfaction was optimized, with improved patient outcomes, improved engagement with primary care providers, and provision of culturally appropriate care. A staff survey, conducted following implementation of the role, demonstrated a positive response through reduction in burden of care during this challenging period.
Biography
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