Key clinical point: Lay navigation programs layered on top of clinical care can be a challenge.

Major finding: Two-thirds of concerns expressed had clinical elements, raising concerns about the role of navigators.

Study details: Researchers collected information from EHRs regarding navigator contact; reviewed phone calls between navigators and patients; observational sessions with navigators were held; and interviews were conducted with nurses, administrators, social workers, and physicians.

Disclosures: The research was supported by a gift from an anonymous donor to Stanford Health Care. The authors had no relevant financial disclosures.