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• Experienced registered nurses who are employed as nurse navigators provide effective co-ordinated care to people living with multiple chronic conditions. • Nurse navigators effectively use value-based care to help reconnect patients who have lost trust in the health service, to reconnect with their interdisciplinary teams. • Nurse navigators provide individualized, authentic care, which is more than the sum of hospital avoidance. Nurse navigators are an emerging workforce providing care to people with multiple chronic conditions. The role of the navigators is to identify patients requiring support in negotiating their health care. A critical discourse analysis was used to examine qualitative data collected from nurse navigators and consenting navigated patients to identify key indicators of how nurse navigators do their work and where the success of their work is most evident. Nurse navigators help patients who have lost trust in the health system to re-engage with their interdisciplinary health care team. This re-engagement is the final step in a journey of addressing unmet needs, essential to hospital avoidance. Nurse navigators provide a continuum of authentic and holistic care. To acknowledge the true value of nurse navigators, their performance indicators need to embrace the value-added care they provide. [ABSTRACT FROM AUTHOR]