For Families


Patient navigation is a relatively new model of care in Canada. So that it is less overwhelming, a navigator can help a family or patient "find their way" by accompanying them on their journey. 

If you've found your way to us, chances are you have a child with complex care needs, or you know someone who does.  You might be asking yourself: what is NaviCare/SoinsNavi and what can NaviCare/SoinsNavi do for me?

NaviCare/SoinsNavi is a navigation centre that provides free, personalized help for families with a child with a complex care needs under the age of 25. If you need assistance finding resources and services for either yourself or your child, you can call our toll-free number at 1-888-641-1977 Monday to Friday 9am to 5pm and speak with our Patient Navigators. Through a personalized and family-led process, our navigators will help you define goals and access appropriate resources and services in a timely manner.

Each family's experience with NaviCare/SoinsNavi is unique. Families call for a variety of reasons including (but not limited to):

  • Finding programs and services when their child is newly diagnosed
  • Finding summer camps, respite care, or after school care
  • Getting help with completing complicated applications to access a program or service
  • Needing assistance working with the care team
  • Needing support as they are feeling overwhelmed

What is meant by a complex health condition? Does my family qualify for this service?

A “complex health condition” usually refers to when a child has a condition that requires multiple professionals who are working to manage a child’s care. Typically, these professionals are part of the medical system (doctors, specialists, various therapists), but can also include providers in the education system (resource teachers, educational assistants), and/or social system (social workers, community organizations).

A complex health condition can be physical in nature. It can also include a developmental disability, mental health condition or emotional regulation disorder. Our Patient Navigator can work with families who have a child with multiple diagnoses and many care providers or families who have a child with no diagnosis, to help them navigate health, education and social systems.

Youth over the age of 16 are also welcome to call and speak with our Patient Navigators directly. 

Care providers are encouraged to read more information regarding our services on our For Professionals page.

“…unbelievably supportive and encouraging. She (the navigator) was able to go beyond to things I had not even thought of.”

— Feedback from a NaviCare/SoinsNavi parent