Navigating care through connection: How patient navigators strengthen the care experiences of Aboriginal and Torres Strait Islander peoples living with kidney failure.

Abstract

Purpose: Evidence suggests that patient navigators (PNs) can improve patient engagement, emotional wellbeing and clinical outcomes. This study explored how PNs influence the care experiences of Aboriginal and Torres Strait Islander peoples living with kidney failure, from the perspectives of patients and health service staff. Methods: Qualitative data were collected through kidney journey mapping and yarning interviews across four kidney health services employing PNs in the Northern Territory and South Australia. Data were thematically analysed to understand patient care experiences with and without PN support. Main findings: Patients reported challenges around inadequate communication, difficulty accessing appropriate services and support, poor cultural safety, and the emotional toll of treatment. Support included family and patient networks, positive relationships with health staff, and holistic models of care. PNs played a supportive role by sharing their kidney journey experiences, providing cultural connection, peer support and bridging systemic gaps. Principle conclusions: PNs strengthened patient care experiences by addressing service gaps, improving cultural support and sharing from lived experience. Embedding PNs into standard kidney care is a critical step toward achieving culturally safe, equitable and responsive health systems.