FAQs

 

What is NaviCare/SoinsNavi?

NaviCare/SoinsNavi is a navigation centre for children with complex health conditions 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 health conditions. We are looking for ways to remove barriers to care for children with complex health conditions 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 Navigator, a Registered Nurse with specialized training.


Whom do we serve/help?

We serve children (aged 19 years or younger) who have a complex health condition 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 is a complex health condition?

There is no single, widely-accepted definition of complex health conditions. You might be familiar with similar terms like a chronic health condition, a life-long condition or even a chronic illness. We’ve chosen to use “complex health conditions” as this term would include a wide range of health conditions such as cerebral palsy, genetic mutations, cancer or mental health conditions. Complex health conditions may co-occur together. This is why we can define complex health conditions as follows: One or more chronic physical, emotional, behavioural, and/or developmental condition(s) that require an infant, child or adolescent to have health, and other services, from multiple care providers in multiple locations.

If you’re unsure about whether or not your child has a complex health condition, please contact our Patient Navigator 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 19 years or younger, with a complex health condition. 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 Navigator.

 

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 19 years or younger, with a complex health condition. 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 Navigator.


Who is the Patient Navigator?

Our patient navigator is a registered nurse who facilitates access to services and resources, by reducing barriers faced when dealing with multiple care providers in multiple locations. Patient Navigators help families navigate across a complicated maze of services, treatments, and programs. Navigators empower families with the knowledge that they need to make an informed decision about their health. 

How is this service unique?

Children will be assigned a patient navigator – a role that is relatively new in Canada. The patient navigator, a registered nurse, will help families coordinate access to appropriate services and resources for their children. In addition, she 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 tell the Patient Navigator about their unique situation and concerns. Once priorities are mutually decided, the Patient Navigator will help connect families with the most appropriate resources and services available. She does not provide medical care herself.

 

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 Navigator 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 UNB 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 health conditions or youth/young adults who have experienced growing up with a complex health condition. They meet monthly or as needed to advise the research team, our staff and the Patient Navigator.



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.