Table 3 Perceptions regarding a CHW’s role purpose, value, and effectiveness from the perspective of administrators/clinicians and CHWs
Administrators or Clinicians | CHWs | |
|---|---|---|
Roles and Responsibilities | • Supporting patients in accessing health servicesa • Addressing psycho-social needs • Research study enrollment • Helping providers understand the lived experiences of patients | • Supporting patients in accessing health services • Addressing psycho-social needs • Research study enrollment • Helping providers understand the lived experiences of patients • Helping patients understand instructions from health care providers • Recordkeeping |
Purpose and Value | • Building patient capacity to navigate health system • Improved health outcomes • Facilitating access to care • Improved medication adherence • Reduced physician burnout • Reduced healthcare costs | • Building patient capacity to navigate health system • Improving health outcomes • Building relationships with patients • Helping patients feel valued • Working in the service of others • Making a difference in patient’s lives • Helping patients with complex psycho-social needs |
Metrics of success | • Patient engagement • Patient experience • Return on Investment • No-show rates • Changes in disease metrics • Changes in health service utilization • Number of calls or visits completed | • Patient engagement • Patient experience • Trusting relationships with patients • Resourcefulness in accessing services • Success stories/direct feedback from patients • Feeling that they helped |