Healthcare navigation services support access to gender-affirming care: A qualitative analysis of chat conversations

Navigating U.S. healthcare and insurance systems presents unique challenges for TGD people. While challenges to accessing care are well documented, our findings suggest that healthcare navigation services supported by trained CCs substantively assist TGD patients overcome obstacles. Our findings revealed multiple levels at which the service provides benefits -- individual, interpersonal, and structural. These levels of influence have clinical and policy implications for improved care for TGD people. Interventions like tailored, virtual healthcare navigation services are scalable and should be evaluated for reach and magnitude of impact beyond commercially-insured populations.