Patient Navigator Enhances Care for Cancer Patients

GBMC's Cancer Institute recently enhanced its support services  available for cancer patients with the addition of a new and unique resource –the American Cancer Society (ACS) Patient Navigator. In this new role, Patient Navigator  Mindy Shifflett    spends each day talking with patients in the Infusion Center, informing them of the many support   services available through the hospital and other resources.

“One of the great benefits of having a Patient Navigator is that she is completely devoted to discovering what patients’ specific needs are and helping them connect  with services that fulfill those needs,” says GBMC Medical Oncologist   Robert B. Donegan, MD. “Because she is in  continual contact with patients and can focus on their psycho-social condition, Mindy is more likely to identify those needs before they become a problem. The support  she provides is an enhancement of what we as physicians, nurses and medical staff do.”

GBMC was the first hospital in Baltimore County to incorporate the ACS Patient Navigator Program into its Oncology Support Program. Before coming to GBMC, Ms. Shifflett worked as a cancer information specialist in the ACS’ Cancer Resource Network. She also notes a personal reason for her commitment. She saw first-hand the ups and downs of a family member who battled cancer and, she feels strongly, “no one should have to go through this alone. I’m there to help ease the challenges so patients can focus on  getting well.”

 A True Partnership         

Dr. Donegan describes his professional relationship with Ms.  Shifflett as a partnership. He and his staff have identified patients who could benefit from her support  and passed the information on to her. She, in turn, has discovered patients who have not mentioned their concerns to their physicians and has shared that information with the medical staff while finding support services to help address those patients’ needs.

“Not only does Mindy provide a connection to  oncology support resources, she is also a friendly presence in the Infusion Center, someone they can talk to about substantive issues or just have a chat with,” adds Dr. Donegan. “A huge part of clinical care is in the customer service we deliver.  It’s not just response rates and medications–there is an ancillary, softer side we respond to  by providing support and resources for patients and their families. The patient navigator fills that role quite well, boosting the quality and breadth of service we provide.”