Evaluating patient experience with a surgical navigation program for under-resourced patients

Background: This study aimed to characterize patient satisfaction with navigators and surgical care accessed through a novel navigation program for under-resourced communities. Methods: PSN-I and PSQ-18 questionnaires assessed satisfaction with navigators and care, respectively. Primary outcomes were PSN-I and PSQ-18 scores. Secondary analyses tested associations between satisfaction and patient factors and between PSN-I and PSQ-18 scores. Results: Of 294 patients contacted, 88(29.9 %) responded. Most were Hispanic/Latinx (76.1 %), Spanish-speaking (71.5 %), and uninsured (85.2 %). Participants were highly satisfied with navigators (mean 38.5, SD 7.6; max. 45) and most care domains except Financial Aspects (mean 3.2, SD 1.0; max. 5) and Accessibility/Convenience (mean 3.5, SD 0.6; max. 5). Higher navigator satisfaction was associated with post-consultation need for surgery (coeff. 5.6, 95 % CI[0.9, 10.3]) and increased the odds of care satisfaction (OR 1.1, 95 % CI[1.0, 1.2]). Conclusions: Patients are satisfied with navigation services-a previously unstudied aspect of this unique surgical equity program.