Jessica T Rodgers1, Jason Q Purnell. 1. Health Communication Research Laboratory, Brown School, Washington University in St. Louis, Missouri 63130, USA.
Abstract
BACKGROUND: Connecting vulnerable populations to healthcare and health-related services remains a challenge. In San Diego County, California, many individuals are unaware that they are eligible for assistance, and community-based healthcare providers often do not have a single, reliable point of access for information on available programs. PURPOSE: This paper describes how 2-1-1 San Diego worked with community partners to develop and implement a Healthcare Navigation Program. Navigators provide information about health insurance coverage, prescription assistance, and food assistance for low-income households and assist clients with transportation, appointment scheduling, child/elder care, and personal finance. METHODS: The 2-1-1 agents collected demographic, healthcare access, and program participation data as part of routine service. Participants in the Healthcare Navigation Program also completed a follow-up satisfaction survey. Data were collected July to December 2011, and analyzed in 2012. RESULTS: The program has resulted in increased enrollment of eligible individuals in California's Supplemental Nutrition Assistance Program and Medicaid, and a high percentage of callers reported satisfaction with the program and use of the referral information they received. CONCLUSIONS: The health-related programs of 2-1-1 San Deigo demonstrate the ability of this platform to support improvements in health and healthcare access.
BACKGROUND: Connecting vulnerable populations to healthcare and health-related services remains a challenge. In San Diego County, California, many individuals are unaware that they are eligible for assistance, and community-based healthcare providers often do not have a single, reliable point of access for information on available programs. PURPOSE: This paper describes how 2-1-1 San Diego worked with community partners to develop and implement a Healthcare Navigation Program. Navigators provide information about health insurance coverage, prescription assistance, and food assistance for low-income households and assist clients with transportation, appointment scheduling, child/elder care, and personal finance. METHODS: The 2-1-1 agents collected demographic, healthcare access, and program participation data as part of routine service. Participants in the Healthcare Navigation Program also completed a follow-up satisfaction survey. Data were collected July to December 2011, and analyzed in 2012. RESULTS: The program has resulted in increased enrollment of eligible individuals in California's Supplemental Nutrition Assistance Program and Medicaid, and a high percentage of callers reported satisfaction with the program and use of the referral information they received. CONCLUSIONS: The health-related programs of 2-1-1 San Deigo demonstrate the ability of this platform to support improvements in health and healthcare access.
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