Background:
Concerns persist that Australia’s fee-for-service payment model contributes to fragmented and uncoordinated care, particularly in complex treatment pathways like cancer. In response, GenesisCare and the University of Western Australia co-developed a care bundle for women with early-stage breast cancer. This bundle, delivered at a transparent cost, includes a dedicated non-clinical Patient Navigator to support patients for 12 months post-diagnosis, aiming to improve care coordination and reduce stress.
Methods:
An independent evaluation by the University of Technology Sydney explored patient experiences with the Patient Navigator. This mixed-methods study included a patient experience survey (n=50) and semi-structured interviews (n=24).
Findings:
Patients consistently reported high satisfaction with the Patient Navigator. The role improved their understanding of treatment-related costs, facilitated access to allied health services, and reduced anxiety by managing logistics and clarifying information in accessible language. Patients valued the responsiveness and continuity offered by the non-clinical navigation approach.
Impact on Practice:
Navigation support streamlined patient journeys, reduced stress, and improved communication across the care team. Its non-clinical focus enabled flexibility and personalisation of support, contributing to a more positive care experience. It also ensured patients accessed critical supportive treatment.
Discussion:
The success of the Patient Navigator highlights a critical gap in Australia’s current cancer care delivery: the lack of funded, integrated, non-clinical support roles. This evaluation supports calls for policy reform to embed patient navigation within bundled payment models or other value-based funding mechanisms. Doing so could improve patient outcomes, reduce unnecessary healthcare use, and address equity in access to supportive care services. As Australia seeks to modernise cancer care, patient navigation should be considered an essential component of a coordinated, patient-centred system.