New Program Pairs Oncology Patients With a Go-To Nurse Navigator

Our Oncology team has launched a new service that pairs patients with a go-to nurse navigator who will follow them through their treatment.

What Is SPOC?

The single point of contact (SPOC) program will be available to adult and pediatric oncology patients.

Each patient’s journey is different and can sometimes be difficult to navigate. The SPOC program provides a “one-stop shop” for all oncology questions. It is staffed by oncology nurses—currently, this consists of:

• R.N.s who are Oncology nurse navigators (ONNs)
• Advanced care practitioners who are Oncology service line coordinators
• Patient service coordinators (PSCs)

ONNs help coordinate care for patients, providers and caregivers. Some patients may require little navigation, while others will require coordination across a multidisciplinary team. The ONN will either remain the central contact or hand off the care plan to another navigator.

PSCs help with numerous aspects of providing coordinated care. This includes but is not limited to:

• Scheduling appointments
• Assisting with obtaining prior authorizations
• Submitting referrals
• Obtaining records from outside agencies
• Answering phones

SPOC Q&A

How will this new service benefit patients?

Our ONNs are here to help guide oncology patients through what can be an overwhelming process. The goals are to improve communication and access and remove barriers to timely care, all while building relationships with patients so they feel valued and cared for. ONNs will act as guides, advocates and educators.

What can patients expect when using this service?

Patients will have a navigator who will be their go-to person for any concerns or questions. ONNs will follow and assist newly diagnosed cancer patients throughout their treatment. This includes following lab results, placing orders for testing and imaging, and communicating and educating patients about appointments and treatments.  

Will all oncology patients use this service?

Not every patient will need to use this service. For those who do, we hope to provide a more individualized experience through more timely care, reduced anxiety and improved outcomes overall.

How can the navigators be reached?

The SPOC service is available during regular business hours and PSCs will assist with scheduling weekdays from 8 a.m. to 4:30 p.m. Messages will also be checked each weekday.

How do providers make a referral?

For now, providers can reach out to the ONNs through one of the options below during regular business hours:

Phone: 540-981-8173
Epic inbox: [P oncology navigation]
Email: oncology@carilionclinic.org

The referral option in Epic is being built and expected to be live very soon.

For questions, please contact: Melinda Ellis, team lead, mnellis@carilionclinic.org; or Jennifer Evans, senior director, jlharrell@carilionclinic.org.