As the only oncology facility in the region, Highlands recognized the importance of facilitating patient access to care in ways that reflect the region and social drivers of health. In Highlands’ case, patients were experiencing two obstacles that were significantly impacting their medication adherence and persistence.

First, some patients struggled to get to appointments due to a lack of transportation. In response, Highlands partnered with Hope Cancer Resources — a community-based nonprofit dedicated to providing wrap-around cancer support services in Arkansas — to provide complimentary transportation services for five of their six facilities. The service can help patients within a 50-mile radius attend appointments and access their medications, regardless of socioeconomic status. Hope Cancer Resources staff are also available at the hospital to help patients with other access to care issues.

Second, Highlands staff noticed that some Spanish-speaking patients — a large population within their community — faced a language barrier when communicating with their care teams. In response, Highlands invested in a team of translators to help providers communicate effectively with those patients.

Both services enable Highlands’ patient population to access their cancer treatments and provide additional resources to support adherence. After investing in infrastructure and support services that target the unique needs of their population, Highlands reported improved health outcomes, reduced costs related to nonadherence, and increased health equity.

To encourage a seamless patient experience and coordinated treatment across healthcare providers and settings, Highlands partnered with area hospitals and nonprofits that could potentially help meet individual patient needs, improve patient access, boost outcomes, and align with broader health initiatives like value-based care.³

Highlands started by building relationships with the leaders of nearby hospitals and leveraging connections. For example, one large hospital system in the region had undertaken an approach to healthcare delivery that emphasized regional and local collaboration. When approached by the hospital system, the Highlands team decided to work closely with them to contribute to wrap-around care offerings for patients in northwest Arkansas. The oncology facility now partners with three hospitals in northwest Arkansas that are also integrated with Highlands’ system. In addition, certain providers from other systems join the multidisciplinary teams at Highlands once per week to conduct rounds with the Highlands staff, helping to ensure patient needs are met.

Highlands works with external partners to provide mental health counseling and support groups, coordinate transportation to and from appointments, and secure grants and other funding² to support patients taking oral oncolytics, which are not always covered by insurance.

¹ Unless otherwise noted, all information in this case study came from Advisory Board interviews with two officials from the Highland Oncology Group’s leadership team.

² Grants, funding, and other assistance obtained for patients are completely independent of Pfizer.

³ Southwick R. Planning to transform health care in Arkansas. Chief Healthcare Executive. February 10, 2025.

⁴ Highlands attempts to fill all oral oncolytic prescriptions, but transfers prescriptions when a patient’s PBM prevents access to Highlands or the patient is getting the drug at no cost through a manufacturer-sponsored program.

⁵ Radwan R. Improving Care Between Clinic Visits: A Sustainable Model for Remote Patient Monitoring. Association of Cancer Care Centers. June 10, 2025.