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BACKGROUND Patients with complex chronic conditions experience fragmentation of care, unnecessary hospitalisation and reduced quality of life, with an increased incidence of poor health outcomes. AIM(S) The aim of this paper is to explore how nurse navigators manage client care. This was achieved through an examination of narratives provided by the nurse navigator that evaluated their scope of practice. METHOD(S) All nurse navigators employed by Queensland Health were invited to participate in a study evaluating the effectiveness of t