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Evaluating patient experience with a surgical navigation program for under-resourced patients.

Linda M Saikali1, Christopher D Herrera2, Angela T Chen1

  • 1Center for Surgical Health, Department of Surgery, University of Pennsylvania, 3400 Spruce Street, Philadelphia, PA, USA; University of Pennsylvania Perelman School of Medicine, 3400 Civic Center Boulevard, Philadelphia, PA, USA; Leonard Davis Institute of Health Economics, University of Pennsylvania, 3641 Locust Walk, Philadelphia, PA, USA.

American Journal of Surgery
|September 14, 2024
PubMed
Summary

Patients reported high satisfaction with navigation services in a surgical equity program. Navigator satisfaction positively impacted overall care satisfaction, though financial and accessibility aspects require improvement.

Keywords:
Surgical disparitiesSurgical navigationSurgical patient satisfactionUnderserved populations

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Area of Science:

  • Health Services Research
  • Surgical Equity
  • Patient Navigation

Background:

  • A novel navigation program was implemented to improve surgical care access for under-resourced communities.
  • Patient satisfaction is a key metric for evaluating healthcare program effectiveness.

Purpose of the Study:

  • To characterize patient satisfaction with navigators and surgical care within a unique program.
  • To identify factors associated with patient satisfaction and its impact on overall care experience.

Main Methods:

  • Patient satisfaction with navigators (PSN-I) and care (PSQ-18) were assessed using validated questionnaires.
  • Secondary analyses explored associations between patient demographics, satisfaction scores, and care satisfaction.

Main Results:

  • 88 out of 294 contacted patients responded (29.9%), predominantly Hispanic/Latinx, Spanish-speaking, and uninsured.
  • High satisfaction was reported for navigators (mean 38.5/45) and most care domains, with lower scores for Financial Aspects and Accessibility/Convenience.
  • Increased navigator satisfaction correlated with the need for surgery and higher odds of care satisfaction (OR 1.1).

Conclusions:

  • Patients express significant satisfaction with the navigation services provided.
  • Navigation services are a valuable, previously unstudied component of this surgical equity initiative.
  • Addressing financial and accessibility barriers may further enhance patient satisfaction with surgical care.