Patient experience navigators at Sharp Grossmont Hospital

Sharp Grossmont Hospital’s patient experience navigators are a specialized team of shoulders to lean on, ears to talk to, and voices to be the conduit between patients and the hospital’s medical staff. This dedicated and enthusiastic team of six ensures patients know about and get the resources available to them. They also keep the hospital team abreast of requests and feedback to help them provide the best of care.

Patient navigators come from varied backgrounds. But each draw on experiences in health care, community service and other specialties to strengthen their role.

“We are the connecting bridge between patients and staff to make sure everyone is feeling supported and heard,” says Anthony Cohen, who leads the team at Grossmont. Cohen worked for 9 years as a case manager for Big Brothers Big Sisters, among other roles, and says helping people comes naturally to him.

“Knowing I’m able to brighten someone’s day just a little is a big reward,” says Cohen. “Most patients are scared, some are alone and afraid, and making them comfortable is a great feeling.”

Each morning, the patient experience navigators exchange information with the hospital floor care providers to determine which patients they’ll connect with. On a typical day, a navigator sees 18 or more patients. Cohen says the team focuses on using communication as its most powerful two-way tool.

“If we can help foster that line of communication between the nurse, the doctor and the patient, we can help create a more positive environment for everyone involved,” he says. “We want both our staff and the patient to feel supported with the services we can offer.”

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