Telephone outreach by volunteer navigators: a theory-based evaluation of an intervention to improve access to appropriate primary care.

BACKGROUND: A pilot intervention in a participatory research programme in Québec, Canada, used telephone outreach by volunteer patient navigators to help unattached persons from deprived neighbourhoods attach successfully to a family doctor newly-assigned to them from a centralized waiting list. According to our theory-based program logic model we evaluated the extent to which the volunteer navigator outreach helped patients reach and engage with their newly-assigned primary care team, have a positive healthcare experience, develop an enduring doctor-patient relationship, and reduce forgone care and emergency room use. METHOD: For the mixed-method evaluation, indicators were developed for all domains in the logic model and measured in a telephone-administered patient survey at baseline and three months later to determine if there was a significant difference. Interviews with a subsample of 13 survey respondents explored the mechanisms and nuances of intended effects. RESULTS: Five active volunteers provided the service to 108 persons, of whom 60 agreed to participate in the evaluation. All surveyed participants attended the first visit, where 90% attached successfully to the new doctor. Indicators of abilities to access healthcare increased statistically significantly as did ability to explain health needs to professionals. The telephone outreach predisposed patients to have a positive first visit and have trust in their new care team, establishing a basis for an enduring relationship. Patient-reported access difficulties, forgone care and use of hospital emergency rooms decreased dramatically after patients attached to their new doctors. CONCLUSIONS: As per the logic model, telephone outreach by volunteer navigators significantly increased patients' abilities to seek, reach and engage with care and helped them attach successfully to newly-assigned family doctors. This light-touch intervention may have promise to achieve of the intended policy goals for the centralized waiting list to increase population access to appropriate primary care and reduce forgone care.

Oral cancer care in the "Metropolitan I" health region in the state of Rio de Janeiro, Brazil: enabling and constraining factors. / Atenção ao câncer bucal na região de saúde Metropolitana I do Rio de Janeiro, Brasil: fatores facilitadores e coercitivos.

The aim was to identify constraining and enabling factors related to the organization of health care networks that influence access to oral cancer diagnosis and treatment. A case study in the "Metropolitan I" health region using data collected from health information systems and 26 semi-structured interviews with health managers and professionals. The data were analyzed using descriptive statistics and strategic conduct analysis, drawing on the theory of structuration proposed by Giddens. The findings reveal that coverage of oral health care in primary care services is generally low and prioritizes specific groups and urgent cases, hampering access to oral cancer diagnosis. While the presence of a network of secondary care services in the municipalities that make up the health region facilitates diagnosis, there are major barriers to treatment. Informal partnerships established with dental schools play an important role in diagnosis, but do not receive funding. The regulation of appointments for diagnosis was not restrictive. In contrast, the regulation of referrals for treatment lacked transparency, was subject to long delays, and shortage of places. Despite advances, constraining factors related to structure and the actions of agents involved in the care process persist, hampering the timely diagnosis and treatment of oral cancer.

O objetivo foi identificar os fatores facilitadores e coercitivos da organização da rede de atenção à saúde que intervêm sobre o acesso ao diagnóstico e tratamento do câncer bucal. Um estudo de caso da região de saúde Metropolitana I do estado do Rio de Janeiro, com coleta de dados em sistemas de informação e 26 entrevistas com gestores e profissionais. A análise dos dados foi realizada por meio das técnicas de estatística descritiva e análise temática, à luz da Teoria da Estruturação de Giddens. Identificou-se baixa cobertura de saúde bucal na atenção básica, com priorização do acesso a grupos prioritários e urgências, dificultando o acesso ao diagnóstico do câncer bucal neste nível de atenção. A presença da rede secundária em todos os municípios da região facilita o diagnóstico, porém há limites para o acesso ao tratamento. Faculdades de odontologia atuam no diagnóstico como rede informal, ação importante, mas não financiada. A regulação para o diagnóstico não foi restritiva, mas para o tratamento a regulação foi considerada pouco transparente e demorada, com falta de vagas. Apesar dos avanços, persistem fatores coercitivos estruturais e nas ações dos agentes que restringem diagnóstico e tratamento oportuno do câncer bucal.