Healthcare navigation service in 2-1-1 San Diego: guiding individuals to the care they need.

Abstract

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. 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. 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. 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. The health-related programs of 2-1-1 San Deigo demonstrate the ability of this platform to support improvements in health and healthcare access.