Orthopaedics
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Discover how Mediclinic’s Care Expert Navigators are with you every step of the way before, during, and after orthopaedic surgery.
Mediclinic Care Expert Navigators are experienced professional nurses who play a crucial role in coordinating your healthcare journey. They act as essential communicators and liaisons between patients and the multidisciplinary medical team, ensuring that everyone involved is informed and up to date on your condition.
“We follow our patients’ journeys pre-, intra- and postoperatively, staying in touch with them up to two years after their surgery,” says Christine Robeck, a Care Expert Navigator at Mediclinic Cape Gate.
Stress-free hospitalisation
Before your surgery, your Care Expert Navigator will ensure you’ve completed all required pre-surgery tests, that your full medical history is documented, and that your baseline measures for mobility, independence, and daily activities are assessed. They’ll also help you manage your expectations for the procedure. Together, these steps form what’s known as the pre-optimisation process.
The pre-admission process, done in person or over the phone, is designed to streamline hospital admissions and ease patient anxiety. Cleo Hendricks, a Care Expert Navigator at Mediclinic Durbanville, says patients feel more at ease knowing they will encounter a familiar face or voice from the Care Expert team while they’re in hospital.
Your Care Expert Navigator will also begin discharge planning well before your surgery, so you’ll have a practical recovery plan for when you return home. This helps to minimise complications and promote a smooth recovery.
Support during and after surgery
“We also give our patients emotional support and health education about what they can expect from the hospitalisation,” says Robeck. On the day of surgery, your navigators will visit you in the hospital to provide reassurance and discuss the procedure. They’ll continue to monitor you postoperatively to ensure you understand your care plan for the immediate recovery phase.
In addition, navigators collaborate with physiotherapists to track patient mobility progress, which is essential for recovery. Observations from these interactions are saved in a secure database that the healthcare team can access. Patients provide consent to having their data stored on the secure electronic medical record system.
Post-discharge, your Care Expert Navigator will follow up via email and phone calls to check how you’re coping. This happens within the first three days of discharge, again after 2-3 weeks, and then at three months, six months, and up to two years after surgery. Hendricks explains that patients appreciate the consistent follow-up and knowing they have someone to contact during their recovery journey.
“Our patients love it that people care after the surgery has been done. We listen to the frustrations of those who struggle with their lack of independence at first and their need to get help from others. They know they have someone they can call on if they have any concerns throughout the entire process.”
Improving efficiency and reducing risks
The personalised care from your Care Expert Navigator aims to reduce complications and make your experience as smooth as possible. Because navigators get test results early, they can often spot potential issues before the surgeon or other specialists do, which allows for faster action, if necessary, says Hendricks.
The Care Expert programme also focuses on saving costs. Navigators will note the surgeon’s preferred products and look for opportunities to save money without sacrificing quality. This systematic approach helps simplify the process and allows the whole medical team to work more efficiently.
Communication: the core of care
At the heart of the Care Expert Navigator role is to build personal relationships with patients, providing emotional support throughout the healthcare journey. As a patient, you’ll be able to voice your concerns and receive immediate assistance, whether it’s about your health, emotional wellbeing, or liaising with the relevant specialists as needed.
“We build personal relationships with our patients, and the communication is very much two-way,” says Robeck. Sometimes patients even check in on their navigators during follow-up visits, reflecting the close bonds formed.
The role is professionally and emotionally rewarding, watching patients recover and regain their mobility, independence and quality of life, Robeck adds. “I get personal satisfaction from being involved with the Care Expert programme, watching patients come in with pain and leave so much better. I love tracking their progress on a physical and emotional level. It’s such a personal journey that we walk with our patients.”