What should a navigator do if a patient expresses dissatisfaction with care?

When a patient expresses dissatisfaction with their care, the appropriate action for a navigator is to listen to their concerns and work towards a resolution. This approach is rooted in the principles of patient-centered care, which emphasizes the importance of understanding patient experiences and addressing their needs and feelings.

Listening actively allows the navigator to gather information about the specific issues the patient is facing, which can be vital for improving their experience and care outcomes. By acknowledging the patient's feelings and validating their concerns, the navigator demonstrates empathy and builds trust, which is essential in the patient-navigator relationship. This process not only helps in potentially resolving the immediate dissatisfaction but can also lead to improvements in the overall care process.

Working towards resolution might involve collaborating with healthcare providers to address the patient’s concerns, ensuring they understand their treatment options, and providing resources or support that may alleviate their dissatisfaction. Such an inclusive and responsive approach is integral to fostering a supportive healthcare environment.