A cancer diagnosis can be overwhelming for patients and their caregivers, leaving many uncertain about
where to find accurate, reliable information on non-medical and social needs during treatment and
recovery. To address this gap and support patients through their cancer journey, Kaiser Permanente
implemented a dedicated, patient-centered phone line to assist patients and caregivers with non-medical
needs such as understanding health coverage, managing costs, finding local resources including
transportation to/from visits, and helping patients better understand their diagnosis.
This innovative initiative leverages existing operational channels and consumer-friendly technology to
provide efficient support while minimizing the need for clinical team interventions. The presentation will
explore the development and implementation of this vital resource, the lessons learned during the pilot
phase, and the measurable impact the service has had on patient experience. Attendees will gain
actionable insights on how to integrate similar models into their health systems, ultimately improving
patient support and care coordination.