CUSTOMER STORY
City of Hope
An NCI-Designated Comprehensive Cancer Center in Duarte, California, with a national network of cancer hospitals and clinical locations across Southern California, Georgia, Illinois, and Arizona. A founding member of the National Comprehensive Cancer Network and a top-ranked cancer hospital for nineteen consecutive years.
NCI-Designated Comprehensive · Founded 1913 · NCCN Founding Member · 1,000 scientists · 500 physicians
ABOUT CITY OF HOPE
One of the nation's foremost cancer centers, by mission and by record.
City of Hope began in 1913 as the Jewish Consumptive Relief Association — a non-sectarian sanatorium founded to care for people with tuberculosis on a small property in the San Gabriel Valley east of Los Angeles. Today, it is one of only fifty-seven NCI-Designated Comprehensive Cancer Centers in the United States, a founding member of the National Comprehensive Cancer Network, and has ranked among U.S. News & World Report's top hospitals for cancer for nineteen consecutive years.
The flagship campus in Duarte spans more than 100 acres and is home to 1,000 scientists, 500 physicians, and 10,000 employees. The cancer center treats patients across hematologic malignancies, solid tumors, bone marrow transplant, and broader hematology-oncology, alongside its programs in diabetes and HIV/AIDS. More than 800 active clinical trials run concurrently across the institution. Beyond Duarte, the network extends to Irvine, the Atlanta area, Chicago, and Phoenix — with more than thirty outpatient locations across Los Angeles.
WHY PATIENT ACCESS IS THE WORK
A schedule that holds the treatment plan together.
Cancer care doesn't happen in isolated visits. It happens in cycles: chemo every three weeks, radiation Monday through Friday for six weeks, immunotherapy on a custom cadence. Behind every patient on the schedule is a treatment plan that depends on showing up — and an infusion chair, a clinic room, or a research-trial slot that depends on the patient showing up too. At AMC-tier oncology scale, those two things have to stay in sync across thousands of patients, multiple sites, and a network that crosses state lines.
The chair is the constrained asset. A no-show at a comprehensive cancer center isn't a billing line item; it's a treatment cycle interrupted, an infusion slot lost, a patient who may now wait days for the next available appointment. The patient access surface — phone, patient portal, in-person, family caregiver — has to handle the volume without losing the continuity that defines the care.
THE DEPLOYMENT
Patient access, integrated into the workflow patients already use.
City of Hope runs QLess Health for patient access in the Duarte environment, integrated with the Epic stack the cancer center runs on. Self-scheduling, virtual waiting, and continuity-aware recall sit inside the same workflow patients and care teams already use — same patient-facing experience as the rest of the City of Hope digital footprint.
The deployment supports the throughput and continuity work that defines an NCI-tier oncology operation.
IN PRACTICE
Throughput, continuity, and the patient who couldn't make today's slot.
Patients hold their place from anywhere. The schedule reflects treatment-plan continuity rather than slotting visits wherever space exists. Continuity-aware recall surfaces patients who couldn't make today's appointment — a structural lever in a population where treatment plans, financial toxicity, and the realities of cancer care regularly disrupt the calendar.
Pull-quote from the City of Hope team — to be added when confirmed.
BUILDING SOMETHING SIMILAR?
Let's see what this looks like for your cancer center.
Whether you run an NCI-tier comprehensive cancer center, a community oncology practice, or a regional cancer network, the oncology industry page is where to start. If you're ready to model your own numbers, book a working session.
Sources
- City of Hope. — cityofhope.org
- National Cancer Institute Comprehensive Cancer Center designation.
- National Comprehensive Cancer Network membership records.