Navigation eases path for new patients

Cancer treatment can be confusing for patients with newly diagnosed cancers. Helping them navigate their unique paths toward their initial visit is CCRI’s connection goal for new patients. 

Through a new structured outreach program, we have navigators who keep new patients engaged and informed about visiting the CCRI, said Heather Sistrunk, administrative director of clinical affairs at CCRI. 

“They set the stage for a good first visit by providing information about where to go, where to park, what to bring and how to use the MyChart patient portal,” she said. “They also follow up afterward with patients, sharing information about Survivor University with them, and check with them for signs of distress and anything that might be a stressor, such as anxiety or finances.” 

The outreach program is in its early stages, but already a patient has been guided through an emergency situation.

During a scheduled outreach call, a patient reported severe pain, dizziness and difficulty breathing and was vomiting blood. The representative assisted them by contacting emergency services and staying on the line with them until help arrived. The care guide then notified the patient’s hematologist, Dr. Stephanie Elkins, of the reported symptoms as well as the actions taken during the call and transport to the hospital.  

This structured outreach is part of a one-year pilot program to help the CCRI increase its connection with patients to better navigate cancer services. 

“Our hope is to expand navigation services to all cancer patients for the continuum of their cancer journey,” Sistrunk said. “This outreach program is helping us understand what patients need most and how we can meet them where they are. As we learn from these early efforts, we’ll be able to strengthen our navigation services and ensure every new patient feels guided, prepared and cared for.”