Navigators Help Patients Face Cancer

No two cancer patients are alike, but they all have one thing in common: they have questions.

That’s why the Avera Cancer Institute made its Cancer Navigation Center a robust, 24/7 service. Questions can come in the middle of the night. No matter when they arise — someone’s there for patients.

“Our patients don’t have to wait until their next appointment,” said Christina Early, Avera Cancer Institute Navigation Center Manager. “They can always count on hearing a real voice with answers, no matter when they call.”

Avera Cancer Institute began navigation services in 2007 with disease-specific navigators for breast, lung and gastrointestinal tract cancers. The Navigation Center established in 2016 is available to all patients, regardless of the type of cancer or where they get their care.

Navigators also help the doctors who serve patients, and the families and caregivers who call. It serves Avera Cancer Institute’s six regional locations and receives calls from across Avera’s footprint.

“The Avera Cancer Institute is there at pivotal moments in the cancer journey,” said Jamie Arens, MSW, Director of Cancer Clinic Services at Avera Cancer Institute. “Our navigation model is patient-centered and ensures cancer care 24/7.”

A Patient Service Growing With Needs

Oncology-trained registered nurses and master's degree-prepared social workers answer the calls. The elite team’s accomplishments are many, including:

• An average of more than 1,870 calls each month
• More than 15,000 interventions provided, including education and treatment follow-ups
• Common interventions include post-chemotherapy and-radiation calls

“Whether we call them or they call us, we’re not just ‘a voice on the phone.’ We have answers that lead to more successful treatment,” she said. “This core component of our care program contributes to better results.”

When navigators catch a symptom in time, they can guide the patient and help them avoid a visit to an emergency room, or worse.

“Our navigators coordinate treatment with each of the Avera Cancer Institute locations. It can help avoid admission or readmission,” said Arens.

Supporting Other Health Professionals

Every member of a cancer care team benefits from navigation. Since navigators respond day or night to patient needs, offer education and triage symptoms, the effort necessary to provide quality care is spread among many capable hands.

Avera uses disease-specific navigators, too. They get patients in for immediate assessments to reduce wait times. Both systems have the same goal: good outcomes for every cancer patient.

“Our navigation services ensure the wide, complex nature of oncology is not on the shoulders of a single physician or nurse,” Arens said. “It’s a proactive system that ensures quality and reduces stress.”

The free program serves all who call 605-322-3211 or 888-422-1410 or who visit Avera’s Prairie Center during business hours. Family members, caregivers and loved ones can also call with questions.

Learn more at Avera.org/cancer or email navigation@avera.org.