St. Jude helps smooth the way for patients who move their care to an Affiliate Program clinic close to home.
Going home for treatment can feel stressful for families. Jacky Zanders helps make that change easier. As a patient navigator with the St. Jude Children’s Research Hospital Affiliate Program, she helps families transition their child’s care from St. Jude to an affiliate or satellite clinic closer to home.
Zanders says that helping families gives her joy and allows her to express care and compassion to the people she serves.
The stress of returning home
When families return home, they have a lot to think about. Their child may still need treatment, be part of a clinical trial, or need other services and support. They may feel emotional, displaced, and even feel like they are losing control of their care. They are going to a clinic and care team they do not know yet. That can cause anxiety.
“When patient families go back home to receive care, they want to know that somebody knows their name, that somebody’s expecting them,” Zanders says.
A trusted guide
That’s where Zanders enters the picture.
“Before they go, I give them important information to help them transition back to their local area,” Zanders says. “This includes information about their upcoming appointments, providing education, urgent care needs, and next steps. I prepare them for that transition and let them know what to expect when they get there.”
"Being a patient navigator is a privilege and responsibility of a patient’s support system.”
– Jacky Zanders, St. Jude Affiliate Program
She also answers questions about available resources, support services, and the steps they need to take. She connects them with people who can provide physical therapy, social services, and other things that were important to them personally while they were at St. Jude. This ensures that their child’s care is not interrupted, they feel comfortable, and that the transition is smooth.
Families may worry about new processes, how to get supplies, and how care is delivered. It may be different than what they saw at St. Jude, but that does not mean it is wrong; it is just different. It is OK to ask for clarity, and Jacky helps parents learn to support their child and feel confident in their care. If the parents are comfortable, their child feels more secure, too.
Getting comfortable with an affiliate clinic
St. Jude teams in Memphis work closely with affiliate clinics and the satellite clinic to coordinate care.
Patient navigators build a sense of trust by helping patients find what they need before they leave Memphis.
Some families wonder if a smaller clinic will offer the same level of care as St. Jude.
“Even though they are leaving St. Jude, they’re going to a place that will provide high-quality, safe health care for their kids,” Zanders says. “Affiliate providers are as knowledgeable as those at St. Jude. I let them know that some of the doctors they see at the affiliate site worked at St. Jude for a time. They know the protocols and the St. Jude way.”
Support matters
Zanders says she finds it rewarding to answer a family’s question at the right time and to know the next steps. This is especially important as the family settles back into life at home.
Patients may hesitate to ask providers questions and share practical concerns about daily challenges with their new care team. They may feel more at ease sharing things with Zanders.
“I can sometimes uncover needs they didn’t even know they had,” Zanders says.
She helps with concerns about transportation, financial and food needs, insurance, school support and registration, and connections with social workers and school advocates.
“Families can share concerns with navigators: You are not alone,” Zanders says. “You have someone who understands the journey. We know this is scary, and the diagnosis is overwhelming. Even though you could be going through the worst time of your life, you’re in the best place to receive the best possible outcome.
“We will be with you, holding your hand, facilitating, helping you every step of the way.”
For Zanders, helping others is an important part of the St. Jude mission.
“I find it rewarding to ease families’ uncertainty, fears, and concerns. It is meaningful for me to see a parent move from overwhelmed to confident and supported with their child’s care and needs,” she says. “St. Jude is committed to treating the whole patient, providing excellent clinical care, psychosocial support, and reducing barriers to treatment, not just providing a diagnosis.”