Data collection
Semistructured postintervention telephone interviews were conducted between April 2020 and August 2021. Trained research assistants conducted audiorecorded interviews, ranging from 20 to 60 min in length, in English or French. Interviews were transcribed verbatim by experienced transcriptionists. Interviews conducted in English were transcribed and cleaned by trained research staff, while interviews conducted in French were transcribed and translated into English by professional transcriptionists and later validated by a bilingual member of the research team. Transcripts were not returned to participants for their review. The interview guide was created based on: (A) a review of the literature of health and social needs of older adults and caregivers, patient–provider communication, and system navigation and (B) feedback from patient partners and the research team with expertise in ageing, community-based supports for older adults and caregivers, and qualitative research. 