Evaluating the Implementation of a Pediatric Patient Navigation Center for Children and Youth With Complex Care Needs

NaviCare/SoinsNavi was a research-based patient navigation center for children/youth with complex care needs (CCNs) in New Brunswick, Canada. This process evaluation focused on the implementation of NaviCare/SoinsNavi by exploring indicators related to program coverage and process. Key indicators were explored using client charts and program archives as well as stakeholder interviews with clients (n = 14) and members of the NaviCare/SoinsNavi team (n = 6). NaviCare/SoinsNavi served 162 families and 42 care providers between January 2017 and May 2020. Most clients lived in one of the three major cities in New Brunswick (Saint John, Fredericton, and Moncton), and were English-speaking. The most commonly reported diagnoses were autism spectrum disorder, attention deficit hyperactivity disorder, and global developmental delay. The most prominent themes among NaviCare/SoinsNavi team members related to program coverage and program process were (1) expanding the reach and coverage of NaviCare/SoinsNavi through the implementation of a sustained outreach strategy; (2) maintaining the center's research program; and (3) continuing to build stakeholder relationships to support integrated models of care. The most prominent themes among clients related to program coverage and program process were (1) client satisfaction with program implementation for both caregivers and care providers; (2) recommendations for more sustained outreach strategies; (3) a desire for more hands-on support; and (4) the need to continue building stakeholder relationships to support integrated models of care. This process evaluation demonstrated that NaviCare/SoinsNavi was successfully implemented as planned and produced recommendations for improvements to future iterations of the program.