RESUMO
OBJECTIVES: To develop, implement and evaluate a health navigator service (HNS) for visitors and guests in a German health resort. METHOD: Information on local health services providers was collected and included in a database. A complementary national and international literature search was conducted. Health and wellness guests were interviewed about information needs and expectations with respect to a HNS. During the implementation of the HNS, all consultations were continuously documented. In interviews, cooperation partners and stakeholders were asked to evaluate the concept and its potentials. RESULTS: The literature search showed no comparable models or studies. The database was routinely used by the health navigator. In pre-implementation interviews, health and wellness guests stressed the need for neutral and objective counseling provided by a HNS. Routine documentation showed that more than half of the guests using the HNS were older than 65 years. Questions regarding local medical, healthcare and wellness institutions were frequent in consultations. The initial line of work of the HNS was modified during the implementation toward a stronger focus on involvement in health tourism-related issues. Cooperation partners and stakeholders rated this repositioning favorably. CONCLUSIONS: The HNS concept was successfully implemented. The realignment of HNS job specifications facilitated its local establishment. An implementation manual is intended to support the transfer of the HNS concept to other health resorts and spas.