Background: Patient navigators can improve patient experiences of care and outcomes, but little is known about how navigation programs may affect physician workflows and experience.
Objectives: This study aimed to understand patient and physician experiences with a breast cancer navigation (BCN) program using Lean design principles.
Methods: Surveys were developed and distributed from 2019 to 2020 to 255 patients diagnosed with breast cancer and 128 physicians in primary care and cancer-related specialties. Descriptive analyses were conducted.
Findings: Eighty-three physicians and 94 patients completed the survey. A large majority of physicians reported that the BCN program “made their day easier” and improved flow, care coordination, and patient experience. A large majority of patients reported receiving the right level of support during diagnosis communication and high satisfaction in other domains measured.