FAQs

 

What is NaviCare/SoinsNavi?

NaviCare/SoinsNavi is a navigation centre for children with complex care needs in New Brunswick. The primary aim of the centre is to help facilitate more convenient and integrated care to support the physical, mental, emotional, and social needs of the children and their families.

Who are we?

We are a team of researchers, clinicians, parents, and youth who are interested in the wellness of New Brunswick families of children with a wide range of complex care needs. We are looking for ways to remove barriers to care for children with complex care needs and their families, to improve collaboration and care coordination across sectors (health, social, and educational services). The main point-of-contact for most families is our Patient Navigators, with various backgrounds and specialized training.

Who do we serve/help?

We serve children (aged 25 years or younger) who have complex care needs and their families (parents, caregivers) who live in New Brunswick, Canada. We are also a resource for the child’s care team (e.g. health care providers, educators, social service providers). 

 What are complex care needs?

A child or youth with complex care needs require significant additional medical/health, social and/or educational support. This support is beyond what is required by children in general.

If you’re unsure about whether or not your child has complex care needs, please contact our Patient Navigators for assistance.

What kind of services do we provide?

We provide navigational support to access services and resources for any family in New Brunswick who is caring for a child, aged 25 years or younger, with a complex care needs. These services and resources may be within the family’s own community, across New Brunswick, or outside of the province. Moreover, these services and resources will be broader than just health resources; they will indeed be crossing all sectors (health, social, and educational services). Families can communicate with our Patient Navigators.


Who are our Patient Navigators?


Our Patient Navigators are bilingual with various educational backgrounds including one professional Patient Navigator who is a registered nurse with specialized training in navigation. Our Patient Navigators facilitate access to services and resources, by reducing barriers faced when dealing with multiple care providers across multiple locations. Patient Navigators help families navigate a complicated maze of services, treatments, and programs. Navigators can empower families with the knowledge that they need to make an informed decision about their health. 

 

How is this service unique?

Children and their families will work with a patient navigator – a role that is relatively new in Canada. Our patient navigators help families coordinate access to appropriate services and resources for their children. In addition, the patient navigators will act as a resource for the child’s care team, ensuring that the care remains integrated.

What can our family expect?


When first contacting NaviCare/SoinsNavi, families will have the opportunity to speak with our professional Patient Navigator about their unique situation and concerns. Once priorities are mutually decided, the Patient Navigators will help connect families with the most appropriate resources and services available. Our Patient Navigators do not provide direct medical care.

 

How can I access this service?

This bilingual service is offered free of charge. Your pediatrician or other care provider might have referred you to our service. However, you can access our service just by calling or emailing our Patient Navigator, no referral necessary (1-888-641-1977).


Where are we located?

We believe all New Brunswickers should have equal access to our services, no matter where they live. That is why all our services are accessible through the phone or online. In some situations, the Patient Navigators will also do site visits, as needed and when possible.

What does your service cost?

All services provided by NaviCare/SoinsNavi are free of charge.

 

What languages will the services be offered in?

All services will be offered in both French and English.


How did the Centre begin?

In December 2014, our research team was awarded a $750,000 four-year grant from the New Brunswick Children’s Foundation to implement NaviCare/SoinsNavi, which is the first navigation centre for children with complex health conditions and their families in NB. A year later, the team expanded to include a partnership with researchers from the University of Prince Edward Island University (thanks to an additional federal grant). After a needs assessment phase that explored the experiences of families across NB, NaviCare/SoinsNavi was launched as a pilot project in early January 2017. Please check out “Our Team” for more information on the leadership team of this centre, including Scientific Co-Directors Dr. Rima Azar and Dr. Shelley Doucet and Senior Research Associate Dr. Alison Luke. 

 

How is NaviCare/SoinsNavi funded and governed?

The centre is funded through a grant from the NB Children’s Foundation, a provincial charity organization. NaviCare/SoinsNavi is jointly led by a team of researchers at the University of New Brunswick Saint John and Mount Allison University. The team is advised by a Family Advisory Council, composed of families from across New Brunswick.



What research has been done to ensure the success of NaviCare/SoinsNavi?

The services offered are based on the results of the needs assessment phase conducted by the team in 2015-2016, which involved over 120 interviews with children and their families as well as with health, social, and educational stakeholders. The team also did multiple site visits with navigation programs across North America and conducted an environmental scan of services available for children with complex health conditions in NB and in PEI. 

 

What is the Family Advisory Council?

To help ensure that NaviCare/SoinsNavi meets the needs of children and families, we have a Family Advisory Council, which includes six volunteers. These are parents of children with complex care needs or youth/young adults who have experienced growing up with a complex care needs. They meet monthly or as needed to advise the research team, our staff and our Patient Navigators.



What is your policy on confidentiality?

We believe in strict patient confidentiality and privacy of information. As part of the on-going evaluation of NaviCare/SoinsNavi, you might be asked to share some of your healthcare information with our research team. Your participation will be voluntary. A research member will explain how your information would be used anonymously in the evaluation.