Timely Access in Oncology: Lessons from Cancer Care

Cancer care is where urgency meets humanity. Few areas of medicine test a health system’s ability to deliver timely access quite like oncology—where every delay affects not only outcomes, but the emotional well-being of patients and families alike.

In the latest episode of the All Access Pass podcast, leaders from three top cancer programs explore how access transformation looks in one of healthcare’s most complex and high-stakes environments. Their discussion reveals that progress in oncology isn’t just about faster scheduling—it’s about the culture, systems, and empathy that make timeliness possible.

At The James Cancer Hospital and Solove Research Institute at The Ohio State University, Kristin Thatcher, MHI, BSN, RN, Senior Director, James Patient Access and Patient Experience, describes how culture acts as a compass. “Urgency without empathy is just speed,” she shares. “At the heart of our organization is a shared belief that every faculty and staff member is here to help.”

At Duke Cancer Institute, Jennifer Kennedy Stovall, Assistant Vice President, Duke Cancer Institute Ambulatory Operations, Access and Patient Experience, reflects on the human dimension of timeliness. Through initiatives like Duke’s 48-hour appointment guarantee, teams are working to shorten the time between diagnosis, first visit, and treatment—recognizing that reassurance from a physician is often as critical as the medical plan itself.

At Memorial Sloan Kettering Cancer Center, Kate Healy Levine, Senior Director, Patient Access in Hospital Administration, details the operational rigor behind patient-centered speed. She describes a relentless focus on removing barriers, retrieving records, and aligning scheduling templates so that “every patient gets through the door as quickly and completely as possible.”

The conversation also highlights the expanding role of advanced practice providers, the importance of data-driven template management, and creative strategies to address equity and financial strain. Together, these leaders paint a picture of oncology access as both a technical and moral pursuit—one that demands resilience, innovation, and unwavering empathy.

The lessons from oncology reach far beyond cancer care, offering a model for how health systems everywhere can balance speed, compassion, and equity.

The All Access Pass is now streaming on Apple Podcasts, on Spotify, and on the Podcast page.