. 2019 Jul 1;22(7):838–843. doi: 10.1089/jpm.2018.0439

Table 4.

Illustrative Quotes from Acceptability Interviews

	Illustrative quotes
Peer navigator	“I think that I was able to relate with patients culturally because patients saw me as part of their family. I also feel I was able to support them when they needed me, like going with them to social services and most important, I was able to gain their trusts because I demonstrated a genuine interest in them as individuals.” “Patients don't really have much to do during hemodialysis and I provided the social support that so many patients lack. Having someone to talk to about everything and anything is a huge things for most of the patients.” “Several patients count on family but they can't attend kidney transplant visits because of competing demands. Patients relied on my knowledge of the medical system and my interpretation skills gave them the reassurance that I would professionally interpret for them.”
Dialysis center staff	“The patients miss her since your study ended. They ask about her. I think it was nice to have a navigator come in and say, ‘How's your day been?’ because I think a lot of times we go and quickly say to patients, ‘this is your baseline, these are your labs, and here's what your fluid is doing’ and we forget that they are not numbers, they are human” “The patients looked forward to seeing her. To be honest, we're disappointed that the study is over.” “The patients miss her. She had rapport. She was a good advocate for our patients. We need to see how we can implement this patient navigator program now that your study is done because we need her.” “I think it really helped with our patient adherence, coming to hemodialysis treatments and kidney transplant appointments…the patients requested more time with the patient navigator, more than the five visits.” “We had a lot of transplants this year and I know that the patient navigator is the reason. She went to kidney transplant appointments with them, she had conversations with them and she made phone calls for them…just going with them that initial visit, it's so beneficial. The transplant part of it was huge. There's nobody that speaks Spanish that answers the phone for transplant clinic appointments. Many patients say that they call and no one calls back or they call back but they don't understand English and the transplant clerk doesn't speak Spanish. The patient navigator will be missed” “The patient navigator went to some patient's homes and actually went with them to buy groceries and stuff. We also had a patient that was struggling with alcohol and I know that the patient navigator advocated for him to get help and treatment.” “She spoke Spanish and knew their culture which helped because I don't understand the different foods and the different ways the family interacts at home or is involved in their care. She go into the home and we can't do that. She can tell us what types of foods are in the cupboards and what the kitchen looks like or if they have someone helping them with meals. She bridge the care they receive with what is going on at home.” “They share a lot more about their problems with the patient navigator than they ever would with us. She was seen as a friend and so they are more open with her. They tell her about the things that are stressful in their home and they would never tell us. She formed a bond with them.” “She gave us feedback like, ‘this person isn't getting their medication mail delivery or that person doesn't have their supplements’ and this is important because patients don't want to bother us and don't tell us these important things” “I've been doing this for years and it was just so helpful to have the patient navigator be another set of eyes for us, and to the patient…because we're always saying ‘you need to do this and this’ and the navigator didn't, because the navigator's role is so different than ours so the patients felt closer to the navigator.” “The people are lonely at home. Seeing the patient navigator gave them something to look forward to. She understands them and can speak their language” “We use the interpreter sometimes but that's different. They don't trust the interpreter and so we don't get the whole story. With the patient navigator, they tell her the whole story, because she's a person that cares and understands them. It makes a big difference.” “We were so fortunate to have the study here…there's so many people that need this so expanding this study would be really helpful.”

Illustrative quotes

Peer navigator

“I think that I was able to relate with patients culturally because patients saw me as part of their family. I also feel I was able to support them when they needed me, like going with them to social services and most important, I was able to gain their trusts because I demonstrated a genuine interest in them as individuals.”
“Patients don't really have much to do during hemodialysis and I provided the social support that so many patients lack. Having someone to talk to about everything and anything is a huge things for most of the patients.”
“Several patients count on family but they can't attend kidney transplant visits because of competing demands. Patients relied on my knowledge of the medical system and my interpretation skills gave them the reassurance that I would professionally interpret for them.”

Dialysis center staff

“The patients miss her since your study ended. They ask about her. I think it was nice to have a navigator come in and say, ‘How's your day been?’ because I think a lot of times we go and quickly say to patients, ‘this is your baseline, these are your labs, and here's what your fluid is doing’ and we forget that they are not numbers, they are human”
“The patients looked forward to seeing her. To be honest, we're disappointed that the study is over.”
“The patients miss her. She had rapport. She was a good advocate for our patients. We need to see how we can implement this patient navigator program now that your study is done because we need her.”
“I think it really helped with our patient adherence, coming to hemodialysis treatments and kidney transplant appointments…the patients requested more time with the patient navigator, more than the five visits.”
“We had a lot of transplants this year and I know that the patient navigator is the reason. She went to kidney transplant appointments with them, she had conversations with them and she made phone calls for them…just going with them that initial visit, it's so beneficial. The transplant part of it was huge. There's nobody that speaks Spanish that answers the phone for transplant clinic appointments. Many patients say that they call and no one calls back or they call back but they don't understand English and the transplant clerk doesn't speak Spanish. The patient navigator will be missed”
“The patient navigator went to some patient's homes and actually went with them to buy groceries and stuff. We also had a patient that was struggling with alcohol and I know that the patient navigator advocated for him to get help and treatment.”
“She spoke Spanish and knew their culture which helped because I don't understand the different foods and the different ways the family interacts at home or is involved in their care. She go into the home and we can't do that. She can tell us what types of foods are in the cupboards and what the kitchen looks like or if they have someone helping them with meals. She bridge the care they receive with what is going on at home.”
“They share a lot more about their problems with the patient navigator than they ever would with us. She was seen as a friend and so they are more open with her. They tell her about the things that are stressful in their home and they would never tell us. She formed a bond with them.”
“She gave us feedback like, ‘this person isn't getting their medication mail delivery or that person doesn't have their supplements’ and this is important because patients don't want to bother us and don't tell us these important things”
“I've been doing this for years and it was just so helpful to have the patient navigator be another set of eyes for us, and to the patient…because we're always saying ‘you need to do this and this’ and the navigator didn't, because the navigator's role is so different than ours so the patients felt closer to the navigator.”
“The people are lonely at home. Seeing the patient navigator gave them something to look forward to. She understands them and can speak their language”
“We use the interpreter sometimes but that's different. They don't trust the interpreter and so we don't get the whole story. With the patient navigator, they tell her the whole story, because she's a person that cares and understands them. It makes a big difference.”
“We were so fortunate to have the study here…there's so many people that need this so expanding this study would be really helpful.”