A systems thinking framework to improve care of the terminally ill: An Australian case study

ED Patient Loyalty Scores Nearly Double Through an Innovative Patient Navigator Role

The ED clinical patient navigator (PN) role addresses experience gaps related to wait times, communication, teamwork, and personalized care during visits. By creating a patient experience value stream map, we identified the need for the PN role, focusing on patients at risk for negative experiences. The PN customizes interventions and ensures patients understand their care