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Module 2: Components of patient-centered models of care

Compare patient-centered and provider-centered care

Patient care should focus on the patient; but in practice it is often structured for the convenience of providers. Complicated administrative structures and disjointed billing procedures create barriers to care by making healthcare difficult for patients and by leaving patients feeling isolated and confused.

The Real Thing: A true patient story
(rollover the box and click the Play button)

Provider-centered care: It can be bad for patient health.

Provider-centered care may also detract from patient health. For example, when care is not coordinated between health care members, patients can have delays in treatment, allowing disease to progress. When healthcare team members do not communicate with each other, doctors can make uninformed or misinformed decisions about treatment.

How could a navigator have helped this patient?

Which of the following ways could a patient navigator have helped the patient in this story? Click "More Info" for the answers.

Work with appointment schedulers
Correct! A navigator could have helped Lisa by working closely with appointment schedulers to ensure that she got timely medical appointments.
Make an appointment with a specialist
Sorry, incorrect. A navigator cannot make appointments with specialists without a referral from a medical professional. Although navigators can speak with the healthcare team to assist in obtaining a referral on behalf of the patient, they are not medical professionals and cannot write referrals themselves.
Assist with managing Lisa's symptoms or side-effects
Correct! Lisa may not have been aware of ways to reduce or manage her side effects. Navigators can work behind the scenes with the healthcare team to make the patient more comfortable.
Provide support to Lisa and her family
Correct! Navigators can serve an important role by being good listeners. Lisa was very sick, and had a lot of problems as a young person with a serious condition. A navigator could have connected her to other young people with serious illnesses to help her cope. Her parents could have benefited from talking with other parents of sick kids.
Provide mental health support for distress and depression experienced with illness
Sorry, incorrect. A navigator is not a trained mental health professional. However, a navigator can recognize clues that a patient might need this type of assistance and obtain referrals for proper mental health care.
Be a friend to the patient
Sorry, incorrect. A navigator can and should be a source of support but not friendship. The relationship between a navigator and the patient is professional, and has a definite start and end. A friendship, however, would continue past the illness experience.
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