Active Patient Navigation Outperforms Traditional Resource Signposting

Researchers led by Simone Dahrouge of the Bruyère Health Research Institute tracked 326 primary care patients across Ottawa and Greater Sudbury, Canada. The study compared the Access to Resources in the Community (ARC) model—which provides personalized, ongoing assistance with forms, transportation, and emotional needs—against 211-Ontario, a standard multilingual phone referral service. After three months, 50.3% of ARC patients reported accessing needed resources, compared to 35.8% in the control group.

The findings underscore the importance of equity, particularly for Francophone minorities facing language barriers. Navigators utilized an active offer approach, ensuring services were delivered in the patient's preferred language. Consequently, 92% of resources accessed by Francophone ARC participants were language-concordant, a sharp increase over the 36% success rate seen in the signposting group. As health systems evaluate social care investments, this evidence suggests that high-touch navigation models may be essential for effectively connecting vulnerable populations to their communities.