Connecting Care: Inside the Role of a Patient Systems Navigator
Bobbi-Jo, Patient Systems Navigator at WPSHC, shares how her role builds trust, strengthens community connections, and helps ensure that patients and community members receive the care and support they need.
At the Ontario Telehealth Network offices, Bobbi-Jo scans a list of phone numbers belonging to recently discharged patients from the West Parry Sound Health Centre (WPSHC).
“Providing a follow-up call shows our patients that we care,” she says, as she initiates another patient check-in.
Navigating Ontario’s health and social service systems can be overwhelming — especially for those recovering from illness. Some challenges patients may face include knowing who to contact with follow-up questions, finding resources to support recovery, feeling supported through their health journey, or ensuring continuity of care after discharge. That’s where the Patient Systems Navigator comes in.
Ensuring everyone is connected to the effective, high-quality care
The Patient Systems Navigator is a relatively new role in Ontario, designed to help patients access the support they need. Acting as a vital link between individuals and the health care system, navigators guide patients through a complex network of services, ensuring no one falls through the cracks.
“It’s about opening up a dialogue,” Bobbi-Jo explains. “The questions I ask are indicative of their health and well-being.”
By connecting patients with alternative avenues of care, Bobbi-Jo helps reduce isolation and improve outcomes. Many express deep appreciation for the personalised support she provides.
Supporting recovery and driving improvement
“The role is a huge asset to our patients and our community,” Bobbi-Jo adds. “It helps minimise isolation and ensures people are connected to services that could benefit them.”
Beyond direct patient support, the navigator role also contributes to internal quality improvement at WPSHC. Conversations with patients generate valuable feedback, helping the centre refine its services and uphold its commitment to excellence, innovation, and continuous learning.
For Bobbi-Jo, the role is deeply personal: “Helping even one person is what matters.”
For WPSHC, it’s a reflection of their dedication to delivering the highest standards of patient care.
