Patient Navigation Certificate - Lesson 4: Interaction 2

Please watch the following video demonstration and respond to the discussion question below.

What did you think of this interaction compared to the first interaction? List the key observations that stood out to you.

Instructions: You must post your responses in the comments section below before the next live lesson to earn your certificate of completion. The instructor will review your comments and have a debrief discussion during the next live session.

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9 comments on “Patient Navigation Certificate - Lesson 4: Interaction 2

  1. The navigator started this interaction off better by smiling when she sees the family member and asking her is she was Maria and also introducing herself. She spoke slowly and clearly and Maria appeared to understand what was being said more. There was less use of medical jargon. The navigator used reflective questions (what I am hearing you saying is...) and also acknowledged Maria's concerns about how to get her father for surgery. The navigator focused on the location which Maria had a question about by referring to the map and then said she would help her figure out a solution to getting Maria's father to and from surgery which seemed to bring relief to Maria.

  2. This interaction seemed to go better for Maria. The navigator was speaking more slowly from the beginning and took the time to use layman terms when describing why they were contacting Maria - contextualizing things by mentioning the letter Maria should have received. There was less medical jargon which would help in Maria's understanding as the language barrier is still evident. When Maria expressed concern about not knowing where to take her father, the navigator took the time to explain where Maria could find information to guide her and a map of the location that was included in the letter. The navigator was summarizing back Maria's concerns to ensure they were understanding correctly. The navigator also acknowledged that Maria needed help with getting her dad to and from the appointment but seemed to miss the importance of Maria being the one to do it.

  3. Much Better! The navigator used slower speech, thought about her words before speaking as if considering if Maria would understand the use of the words. She showed empathy for Maria's situation and broke down the concerns into smaller parts. I liked that she kept referencing the letter as a tool for Maria to use.

  4. This was a much more successful interaction ! Slower speech, repeated instruction and waited for client to clarify understanding, gave specific instruction.
    Navigator addressed clients emotion and patients needs , suggested further conversation in regard to alternative arrangements for clients father.
    Navigator has a better understanding of the barriers and can now work better with client

  5. This appeared to be a much more pleasant encounter as the navigator was smiling and waiting for Maria. Ensuring you were speaking to the correct individual showed respect. Introductions and role were clear. The Patient Navigator talked slow and clear and waited for validated from both verbal and non-verbal language. The navigator listened more attentively to address the concerns.

  6. Much more friendly and appropriate presentation. The navigator was clearly interacting in a professional way and ensured that the client's daughter understood what was happening. She spoke slowly and was clear and concise. She waited for the client to express understanding before proceeding with her questions. She was also able to problem solve with the clients daughter.

  7. Great clarification on how client would like to be addressed and who the navigator is and her purpose. Spoke slowly and concisely. Maybe communicating too much information that isn't necessarily needed at this point. Keeps referencing the letter. Could just communicate where and when etc. Good active listening. Recognized the stress in her voice and addressed.

  8. Much improved!

    Navigator takes the time to introduce self and explains the role of navigator.
    Explains in simple, culturally competent language
    Navigator displays signs of active listening
    Navigator helps patient to work through concern about not being able to accompany father
    Navigator names emotions (developing therapeutic rapport)
    Navigator identifies that this situation is stressful for client and names specifically what needs to be done regarding how to get father safely to and from the hospital.

  9. Well the conversation is getting better, the navigator now understands that Maria is concerned about her work not letting her off to attend her father's surgery. The navigator also understands that Maria is concerned that her father does not speak English and is worried her Dad will be upset.

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