Support Services for Patients with Cancer Must Go Beyond Simply Building a HUB

Author(s): Wayne Kuznar
Source: VBCC February 2022, Vol 13, No 1 Online Only

Nathan Walcker's Thoughts

With the rapid adoption of technology, digital solutions and new modalities in the wake of COVID-19, cancer patients and extended care teams have a plethora of resources geared towards improving access, reducing financial toxicity and easing the burden of navigation. And yet, many remain lost within the labyrinth of information overload. This article highlights the increasing need to go beyond HUB services and a convener approach, and instead look to root causes with the patient at the center.


The success of oncology support services developed by pharmaceutical manufacturers depends on tailoring programs that meet the needs of their specific patient populations, said panelists at a roundtable discussion on patient centricity and connectivity in oncology support and HUB services.

“The burden is on the manufacturer to connect the dots” in addressing patients’ needs, whether they be financial concerns or unfamiliarity with technology, said panel moderator Charles Stevens, JD, MBA, Chief Operating Officer, CoPilot Provider Support Services, Shrewsbury, MA, at the 11th Annual Association for Value-Based Cancer Care in 2021.

A 2019 Accenture survey of 4000 patients found that 76% believe that pharmaceutical companies have a responsibility to provide support services, and that 88% of patients access content online via the company’s website, said Mr Stevens.

Oncology solution centers help with identifying and understanding product coverage, prior authorization assistance, reimbursement and coding, denial and appeal support, and copay and financial support.

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