In the July issue, navigators from Mary Bird Perkins Cancer Center shared insights into the many ways they help patients navigate the challenges of cancer care, from removing barriers to coordinating support behind the scenes.
In this second installment, they reflect on the human side of navigation: building trust during uncertain moments, supporting patients and families through difficult conversations, and demonstrating what it means to work as One Team. Their stories highlight the relationships, resilience, and collaboration that shape the patient experience every day.
JA: Building trust with patients comes naturally to me, and I recognize that it looks different for each individual. I adapt my approach based on their unique needs, communication style, and comfort level to create a supportive and respectful environment.
LP: The most concrete way that I help to build trust with my patients/families is to follow through ensuring that the patients’ needs and opportunities to improve care are addressed. They have a palpable sense of gratitude when I ensure that some of the most basic things they need are taken care of. It impresses upon me that they know that I care for them and have their best interest at heart. That in itself builds an immeasurable sense of trust.
LG: I build trust by slowing down the pace and being honest about what we know, what we do not yet know, and what the next step will be in moments of uncertainty; clarity, honesty, and being there in the moment with them matter more than having all the answers. Sometimes trust is built by simply calling when I say I will and following through with what I promise.
At the beginning of my work as an oncology nurse navigator, I received a call from an elderly patient who was in profound distress and was considering discontinuing treatment. The patient was unable to cope with the emotional, physical, spiritual, and practical burdens of her illness.
As we talked, it became clear that her sense of isolation was intensifying her sense of overwhelm. I practiced active listening, offered steady emotional support, and committed to walking alongside her. Together, we explored resources that could ease some of the burden she was carrying. The patient ultimately chose to continue treatment and lived 3 additional years. Years that were filled with moments of laughter, connection, and shared humanity that profoundly shaped us both.
TM: Everything we do is built on a foundation of trust. We know that a cancer diagnosis is overwhelming, which is why we prioritize clear, transparent communication from day one. We don’t just work for you; we work alongside you and your family. This holistic approach focuses on you as a whole person—body, mind, and spirit.
We believe that by respecting your preferences and giving you the space to lead your own healthcare journey, we can provide the truly personalized care you deserve. When you are empowered to share your values and lived experiences, we can ensure your treatment plan fits your life.
JA: Navigation is a relatively new concept in patient care, and it’s remarkable to think that people once went through treatment without it. I experienced the true gift of navigation firsthand when my big sister was diagnosed with stage IV lung cancer.
Even with my background in healthcare and navigation, I quickly realized how much emotions can interfere with clear judgment and understanding. Her diagnosis was sudden and life-changing. Overnight, we were coordinating treatments, managing appointments, arranging childcare, monitoring symptoms, and preparing for surgery. It was overwhelming.
Navigation is what carried her through treatment. It provided clarity when everything felt chaotic, direction when we felt lost, and support when the weight became too heavy to carry alone.
KM: Sometimes it’s not about fixing everything, it’s about ensuring patients don’t feel alone while navigating it. I’m also motivated by the small victories: a patient finally getting the appointment they’ve been waiting for, a barrier resolved, a moment when someone expresses relief because they feel heard and supported.
Difficult days remind me that nurse navigation isn’t just about coordination and education, it’s about advocacy, trust, and mostly, human connection. In remembering this, I remain grounded and continue to move forward.
JA: As a navigator, I feel deeply honored to be by a patient’s side during what is often one of the hardest appointments of their life, offering steady guidance and compassionate support through eachchallenge.
LG: On the hardest days, I remind myself that just being there physically with the patient still matters, even when outcomes are not what we hoped for. Walking alongside someone in a moment of fear or uncertainty has value, even when there is nothing left to fix.
I once supported a young woman who learned of her cancer diagnosis unexpectedly and came straight from her classroom to her initial oncology consultation. I stayed with her through that first visit and remained with her afterward, offering emotional support as she tried to absorb life-altering news. Once she began chemotherapy, our interactions became brief, passing moments in hallways, small check-ins when our paths crossed, but the connection remained.
When it came time for her to ring the bell marking the completion of chemotherapy, I heard about the moment and went upstairs to be there. I stood quietly at the back of the room, unsure whether the patient would even remember me. The moment that the patient saw me, she came directly over and wrapped me in a hug. The patient told me how vital and experience-changing it was for her to have someone steady with her at the beginning, when everything felt sudden and overwhelming; how “cared for” she had felt in that first, fragile moment.
This experience reminded me that moments spent with patients do not fade simply because time passes or roles shift. You may never fully know how deeply a moment of steady, compassionate presence can shape someone’s experience, but it can quietly transform the way a person carries their story forward.
LP: Recently, a patient who we took care of a while back had a recurrence of her cancer. After meeting with the physician, I went in to visit with the patient and her husband, Mr Joe. When she saw me, she became tearful and made the comment that she didn’t realize I was still here. But she was comfortable and confident that everything that she would need would be taken care of.
LG: I was recently asked to meet with a patient and his wife who had concerns following a clinic visit. They were upstairs in Infusion, so I went to speak with them there. The patient was confused by some of the provider’s statements and needed clarification of his PET scan results. I explained the findings in plain language, ensuring he felt comfortable with his understanding. He began our visit visibly distressed, and by the time we finished, he was relaxed and upbeat.
This interaction highlights the unique role of navigation in bridging gaps in communication, translating complex medical information into understandable terms, and providing emotional grounding at vulnerable moments in the care journey.
KM: Profoundly. It has strengthened my ability to see the patient beyond the immediate clinic concern and instead view their journey. I’ve learned to anticipate barriers, coordinate resources proactively, and advocate more intentionally to ensure patients receive timely and seamless care.
Most importantly, it has shifted my mindset from task-oriented care to relationship-centered care. I now approach each patient with greater awareness of the emotional, social, and logistical challenges they face while educating them through their medical journey.
LG: Being part of a team built around whole-person, barrier-removing navigation has changed how I approach every patient interaction. I have become more attuned to barriers before they become problems, more proactive in coordinating resources, and more intentional about translating complex medical information into language patients can understand.
Working alongside providers, nurses, social workers, and community partners has reinforced that navigation is not simply about solving immediate issues but about helping patients move through the healthcare system with greater confidence, continuity, and support. Over time, that perspective shifts your focus from managing individual moments to helping shape a care journey that feels navigable, humane, and grounded in trust.
TM: We are unified and autonomous at the same time, meaning we work independently but in perfect sync, ensuring a “one for all” approach to patient care. Our team is designed so that anyone can step in at any time, providing families with continuous, stress-free experience. We don't just care for patients; we care for each other. We rally, reset, and lift each other up to ensure not 1 patient or navigator walks alone.
LG: “One Team” means that problems and barriers to care belong to us all; we share responsibility for solving them. Collaboration isn’t just nice in theory—it’s the core of navigation. Navigation works because no one is working alone.
The Navigation Department only works because of constant communication with nurses, physicians, transportation, schedulers, and financial counselors within Mary Bird Perkins. We’re each seeing different parts of the patient’s experience, and when we share that information, we can address a wide range of problems before they grow into something unmanageable.
Navigation, for me, is about helping the system bend toward the patient instead of expecting the patient to bend endlessly to the system.
The stories shared by these navigators demonstrate that One Team is more than a philosophy, it’s a daily commitment to collaboration, compassion, and patient- centered care. Whether advocating for resources, offering reassurance during moments of uncertainty, or coordinating care across disciplines, navigators help ensure that patients never face cancer alone.
As the oncology community looks ahead to the 2026 Dr. Harold P. Freeman One Team Award, these reflections serve as a powerful reminder that navigation’s greatest impact is often found in the relationships built, the barriers removed, and the trust earned along the way.
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