WHAT WE DO
We strive to make the patient experience safer and easier alongside clinicians.
What we do
We are on the front line of the healthcare error epidemic. HealthNav360° is your personal guide and non-medical support to relieve your frustration and stress, keep you safe and improve your journey towards healing.
WHO YOU ARE
You don’t stop being a person when you become a patient.
You are a very important person -- and you deserve to be treated like one!
"We will spend $15 billion on our pet's health this year." How much will you spend on your health?
American Pet Products Association. (2016, March 17). Pet Industry Spending Makes History: Surpasses $60 Billion [Press Release]. Retrieved from http://media.americanpetproducts.org/press.php?include=146062
WHO YOU ARE...
These days, we all need help dealing with a complicated and frustrating healthcare system every step of the way. We will succeed together managing your health care needs.
We will be the customized extra eyes and ears you need to protect yourself against dangerous medical errors.
PERSONS WHO WILL SOON
BECOME HOSPITAL PATIENTS
We always remember who you are: You are a person. You matter. Working with HealthNav360° can help you reduce frustration and stress when you most need to feel empowered.
ALREADY IN THE HOSPITAL
Being stressed now is normal. Managing all of the frustrating details of dealing with hospitals and insurance companies can increase your burden and your stress, eventually interfering with your healing.
Transitions, handovers and weekend stays are especially high risk for medical mistakes. We will be your lookout. Increasing your peace of mind can go a long way in helping to heal.
FRIENDS AND FAMILY
You have limited time and energy and need to focus on healing or helping.
PROFESSIONALS & INSTITUTIONS
You know the realities of the hospital systems and want a reliable resource.
Our healthcare system has become an increasingly complex maze.
13.5% of Medicare/Medicaid hospital patients experienced an adverse event (a serious event, including death and disability.)
13.5% experienced some other temporary harm that required intervention, according to the Department of Health and Human Services.
Moynihan R,, Doust J., Henry D. (2012). Preventing Overdiagnosis: How to Stop Harming the Healthy. British Medical Journal. 344: e3502. Retrieved from
YOU DO Your best to stay healthy and safe...
But healthcare mistakes have become the 3rd leading cause of death in America. Unexpected. Unknown. Silent killers.
While we in the United States still enjoy the best doctors and hospitals, our actual healthcare system has become a national shame. Nothing will prove this sad fact until you become a hospital patient.
At the very moment when you are sick and least able to cope, you will face unfamiliar procedures, delays and poor customer service. Patients and families are often helpless, voiceless, frustrated and dependent on indifferent strangers for your most basic intimate personal needs.
You summon all your patience and courage but, too often, still end up defeated and exhausted because you just don't know the ropes.
Hospitals are not safe, especially during transitions and weekends. They are often not user-friendly and, instead, are chaotic, high stress places that can be dangerous. It is common knowledge these days that leaving a family member alone at the mercy of hospital staff is often akin to abandoning him or her sick and stranded, often vulnerable to rudeness, indifference and incompetence. And to life-threatening errors.
Of course, many caring competent professionals work to resist such trends, and if we are lucky, we might find such wonderful caregivers at every shift (hospitals run on 3 eight-hour shifts a day.)
- Staff often seem hurried, rude, overworked, underpaid, under-trained and unfamiliar with hospital resources.
- Basic hospital services seem uncoordinated and not patient-centered such as food, housekeeping and transportation.
- Well-meant hospital exit questionnaires are often burdensome and seem too removed to mirror your actual experiences.
- Cumulatively, such systemic shortcomings undermine your trust and faith in your care.
SYSTEM HAS BECOME
HOSPITALS ARE OFTEN NOT IDEAL PLACES TO HEAL:
Preventable errors are caused by:
- Poor communication, poor continuity of care, sloppiness and stress. 2
- Carelessness rooted in lack of basic respect for the patient. 3
- Thoughtlessness about the most vulnerable elderly and those with clinically complex problems like dementia are most vulnerable. 4
- Weekends and transitions. 5
Friends and Family: STRESS STRESS STRESS...
Have kids? Working? Out of town? What do you do if your mom or dad or loved one gets sick and want you to be there with them at the hospital?
- 1/3rd of American wage earners face the stress of taking care of an aged or disabled family member. 6
- Family members just do not have time or resources to adequately navigate our broken healthcare system. 7
1. Makary M.A., Daniel M. (2016, May 3). Medical Error—The Third Leading Cause of Death in the US. British Medical Journal. 353:i2139. Retrieved from http://www.bmj.com/content/353/bmj.i2139. 2. Blendon, R.J., et al. (2002, December 12). Views of Practicing Physicians and the Public on Medical Errors. New England Journal of Medicine. 347:1933-1940. Retreievd from http://www.nejm.org/doi/full/10.1056/NEJMsa022151#t=article 3. [Consumer Reports]. (2014, Dec. 16). 5 Ways to Get Respect (& Better Care) in a Hospital. [Video File]. Retrieved from http://www.consumerreports.org/video/view/healthy-living/patient-safety/3944086668001/5-ways-to-get-respect--better-care-in-a-hospital/ 4. Allen, M. (2013, September 20) How Many Die From Medical Mistakes In U.S. Hospitals? NPR. Retrieved from http://www.npr.org/sections/health-shots/2013/09/20/224507654/how-many-die-from-medical-mistakes-in-u-s-hospitals 5. Clark K. (2012, June 27). Transitions of Care: The Need for a More Effective Approach to Continuing Patient Care. The Joint Commission. Retrieved from https://www.jointcommission.org/hot_topics_toc/ 6. Fox, S., et al. (2013, June 20). Family Caregivers are Wired for Health. Pew Research Center. Retrieved from http://www.pewinternet.org/2013/06/20/family-caregivers-are-wired-for-health/ 7. Levine C. (2008) Family Caregiving. In From Birth to Death and Bench to Clinic: The Hastings Center Bioethics Briefing Book for Journalists, Policymakers, and Campaigns (Chapter 14). Retrieved from http://www.thehastingscenter.org/uploadedFiles/Publications/Briefing_Book/family%20caregiving%20chapter.pdf
Introducing the Health Navigator: a new private healthcare professional.
Across the country, health navigators now empower patients. Health navigators are now becoming a responsible specialized profession, and are training and meeting on a national level. Working with a health navigator can help you and your family reduce unhealthy frustration and stress when you most need to feel empowered.
The greatest untapped resource in healthcare is the patient herself and family.
Ferguson, Tom. (2000, November 4). Online patient-helpers and physicians working together: A New Partnership for Hgh Quality Health Care. British Medical Journal. Retrieved from http://www.bmj.com/content/321/7269/1129
We will work with you to prepare for hospitalization admission, hospital stay, discharge, transition home or elsewhere. Appointments, insurance, bills and pills all require planning. We will help you learn what to expect, who to turn to for best results, how to identify the best staff on a shift and what to do when no one answers your ring. We are there to empower, advise, ease transitions, alert to errors, orient and guide.
We will help organize and manage the countless other details that need attention while you prepare for your hospital stay, your admission, the stay itself, your discharge and post-hospitalization. We know how hospitals work. We orient, adjust expectations, problem-solve and emotionally support you when you most need to feel safe and in control.
- We are on the cutting edge of an emerging specialized field of service professionals.
- Our main relationship is directly with the patient and family.
- We know what people need from hundreds of conversations with patients.
- We provide intuitive navigation, integrating multiple providers.
- We increase collaboration, communication, safety, respect and satisfaction with hospital staff, referring facility staff, other caregivers and the patients/families.
- We aim for seamless transitions to improve continuity of care.
- We can get to work right away. We can be there on the spot for emergency needs -- no initial meeting needed.
- We are available to our clients through all phases of care, 24/7 throughout the hospital stay.
- For professionals and institutions, we provide real-time data and consultations to collaborate in building patient satisfaction.
- And more...
All health navigators are not the same, coming from many backgrounds and professions. There are differences in philosophies, boundaries, expectations, cost and experience.
HealthNav360°s point of view has been shaped by our own decades-long personal experiences as patients.
Simply put, we know patient experience from our own personal lives.
We created HealthNav360° to offer fellow patients what we would want for ourselves.
In contrast to others, HealthNav360°, at its core, is about improving the patient's personal experience.
HOW WE ARE A TEAM
HealthNav360° becomes YOUR PRIVATE PERSONAL REPRESENTATIVE ON YOUR CARE TEAMS, "providing direct and personalized support services to you and/or family members to navigate the healthcare system."8 Think of how a navigator helps a pilot or captain get to a destination. You are the captain. Your goal is a smooth flight and arrival at your destination -- a successful and timely discharge. We are your navigator. We map out your journey and guide you.
We will assist you to anticipate and prevent problems by alerting and orienting, expediting and organizing, positive problem-solving and just caring. Our journey starts with what you want and need. We do our best to earn your trust and confidence, navigating and empowering you with better peace of mind at this stressful time.
Attention family members, friends and support professionals: HealthNav360° can be a resource for family members, friends and other professionals. You may want to be there 24/7, before, during and after the hospital stay but cannot for a variety of reasons. Or you may live too far away. Or you are a caretaker for your friend and relative and you need a break. Or you hate hospitals or just handling the endless frustrations. Or you just don't think you know how to help and want guidance from someone. HealthNav360° will step in.
We can provide emotional support and practical help to ease your crisis. For example, we can help assist with transportation and food accommodations.
8. Definition by The Washington State Health Advocacy Association. Retrieved from http://www.washaa.org/who-is-a-health-advocate.html