Nurse Navigator Program
January 2024
Nurse Navigator Program
Central Nursing Resources
Children's National Hospital
Washington
,
DC
United States
ShellyAnn Hope, MSN, RN, Nurse Navigator Program Manager
Unique Dilworth, BSN, RN, CCRN, Nurse Navigator, Global Services
Charles R. Fleming, BScN, CPN, RN, Nurse Navigator, Children’s National Heart Institute
Nicole Economides Case, MSN, BSN, RN, CPN, Nurse Navigator, Central Nursing Resources
Malika Henderson-Grays, BSN, RN, Nurse Navigator, Central Nursing Resources
Modupeola “Tosin” Hinga BSN, RN, CPN, Nurse Navigator, Central Nursing Resources
Lin Whetzel RN, Nurse Navigator Pediatric Radiation Oncology
Catherine Williams, RN, MS, BSN, NE-BC, Executive Director of Central Nursing Operations
Unique Dilworth, BSN, RN, CCRN, Nurse Navigator, Global Services
Charles R. Fleming, BScN, CPN, RN, Nurse Navigator, Children’s National Heart Institute
Nicole Economides Case, MSN, BSN, RN, CPN, Nurse Navigator, Central Nursing Resources
Malika Henderson-Grays, BSN, RN, Nurse Navigator, Central Nursing Resources
Modupeola “Tosin” Hinga BSN, RN, CPN, Nurse Navigator, Central Nursing Resources
Lin Whetzel RN, Nurse Navigator Pediatric Radiation Oncology
Catherine Williams, RN, MS, BSN, NE-BC, Executive Director of Central Nursing Operations
Navigating a healthcare system, particularly for pediatric patients and families facing challenging health circumstances, unexpected diagnoses, and multiple providers, is overwhelming, and the emotional stress is immeasurable. The Nurse Navigator team at Children’s National Hospital has proven to be a beacon of support, embodying the organization’s core values of compassion, commitment, and connection. They provide a crucial service to ease the family’s burdens. The team streamlines communication and care processes during inpatient treatment and as they transition to ambulatory settings, fostering a lasting connection with patients and families.
In 2022, the team supported 573 families, and in 2023, the anticipated number is over 700 patients and families at Children’s National Hospital. The evolution of the Nurse Navigator program from a two-person team in 2012 into a team of eight exemplifies the commitment and dedication of the organization towards enhancing patient experience and outcomes. Through the program’s expansion, a dedicated focus has been on specific populations, such as those with behavioral health needs, our neurodiverse patient population, and patients with complex medical diagnoses requiring multiple subspecialties. The program demonstrates a forward-thinking approach to addressing the evolving pediatric healthcare landscape. The team receives referrals from direct care nurses, physicians, child-life specialists, social workers, and other organizational teams. Across the organization, the team's impact in supporting the provision of the highest quality of care for our patients and families doesn’t go unnoticed. Due to this impact, their supportive and collaborative engagement, and the team’s embodiment of the organization’s core values, Nurse Navigators are seen as critical members of the healthcare team by patients, families, and providers.
Numerous examples describe how the Nurse Navigator team has impacted safety, outcomes, and patient experience. Still, a 10-year-old Nigerian girl’s experience with severe burns and PTSD, related to the care she had received in Nigeria, is a poignant testament to the compassionate, comprehensive care the Nurse Navigator team provides. This care demonstrates the team’s integral nature in uniquely supporting patient safety for each patient. The Nurse Navigator team is a critical and imperative part of the entire healthcare team as they dedicate themselves to understanding a patient's unique and individual needs to support continuity, coordination, and a feeling of psychological safety. The team identified that the patient needed to have a consistent individual, one of the Nurse Navigators, at her side as she went to the OR for burn dressing changes. The Navigators leaned into this need, donning a single-use jumpsuit and walking the patient into the OR each time and staying as she received anesthesia, then returned as she awoke from each dressing change. This demonstrates a commitment to the psychological safety needs of this patient. Additionally, their dedication to addressing her medical needs and supporting her transition to school in a new country and community reflects the team’s holistic approach in exemplifying the principles of patient- and family-centered care. Their unwavering support for patients, families, and healthcare teams will serve as a model for institutions striving to provide the highest standard of care.
***
The nurse navigators are an integral part of the care team, advocating for and supporting the patient and their family/caregivers during their hospital stay and beyond. In addition to navigating the healthcare system, reducing barriers, and providing valuable resources to ease the stress of care coordination, our nurse navigators demonstrate a commitment to patient/workplace safety through communication and coordination to support a holistic approach to care delivery. They serve as a single point of contact to streamline communication, facilitate care, educate families and offer emotional support to ease the stress experienced as customers of the healthcare system. Through inter-professional collaboration, demonstrating compassion, commitment, and connection, the nurse navigators:
Safety is a keystone in the journey to performance excellence. Numerous examples from families and colleagues represent the nurse navigator's commitment to safety and the patient experience. It is my pleasure to recommend and support their nomination for this prestigious award.
In 2022, the team supported 573 families, and in 2023, the anticipated number is over 700 patients and families at Children’s National Hospital. The evolution of the Nurse Navigator program from a two-person team in 2012 into a team of eight exemplifies the commitment and dedication of the organization towards enhancing patient experience and outcomes. Through the program’s expansion, a dedicated focus has been on specific populations, such as those with behavioral health needs, our neurodiverse patient population, and patients with complex medical diagnoses requiring multiple subspecialties. The program demonstrates a forward-thinking approach to addressing the evolving pediatric healthcare landscape. The team receives referrals from direct care nurses, physicians, child-life specialists, social workers, and other organizational teams. Across the organization, the team's impact in supporting the provision of the highest quality of care for our patients and families doesn’t go unnoticed. Due to this impact, their supportive and collaborative engagement, and the team’s embodiment of the organization’s core values, Nurse Navigators are seen as critical members of the healthcare team by patients, families, and providers.
Numerous examples describe how the Nurse Navigator team has impacted safety, outcomes, and patient experience. Still, a 10-year-old Nigerian girl’s experience with severe burns and PTSD, related to the care she had received in Nigeria, is a poignant testament to the compassionate, comprehensive care the Nurse Navigator team provides. This care demonstrates the team’s integral nature in uniquely supporting patient safety for each patient. The Nurse Navigator team is a critical and imperative part of the entire healthcare team as they dedicate themselves to understanding a patient's unique and individual needs to support continuity, coordination, and a feeling of psychological safety. The team identified that the patient needed to have a consistent individual, one of the Nurse Navigators, at her side as she went to the OR for burn dressing changes. The Navigators leaned into this need, donning a single-use jumpsuit and walking the patient into the OR each time and staying as she received anesthesia, then returned as she awoke from each dressing change. This demonstrates a commitment to the psychological safety needs of this patient. Additionally, their dedication to addressing her medical needs and supporting her transition to school in a new country and community reflects the team’s holistic approach in exemplifying the principles of patient- and family-centered care. Their unwavering support for patients, families, and healthcare teams will serve as a model for institutions striving to provide the highest standard of care.
***
The nurse navigators are an integral part of the care team, advocating for and supporting the patient and their family/caregivers during their hospital stay and beyond. In addition to navigating the healthcare system, reducing barriers, and providing valuable resources to ease the stress of care coordination, our nurse navigators demonstrate a commitment to patient/workplace safety through communication and coordination to support a holistic approach to care delivery. They serve as a single point of contact to streamline communication, facilitate care, educate families and offer emotional support to ease the stress experienced as customers of the healthcare system. Through inter-professional collaboration, demonstrating compassion, commitment, and connection, the nurse navigators:
- Focus support within inpatient and outpatient services, including coordinating with the Emergency Department to ensure smooth and safe transitions of care.
- Bridge identified care and communication gaps to eliminate barriers and ensure a positive patient experience.
- Enhance communication for families and the care team to identify subtle concerns and decrease risk for communication and knowledge gaps.
- Work with multidisciplinary care teams to reinforce the treatment plan.
- Build relationships with direct care providers within the organization to provide support and resources.
- Coordinate follow-up care for patients throughout the continuum of their care.
Safety is a keystone in the journey to performance excellence. Numerous examples from families and colleagues represent the nurse navigator's commitment to safety and the patient experience. It is my pleasure to recommend and support their nomination for this prestigious award.