Our story
AZ REACH began with lessons learned during the COVID-19 pandemic, when Arizona needed a single coordinating entity to optimize utilization of hospital beds.
The Arizona Surge Line
During the pandemic, the Arizona Surge Line served as a centralized transfer center, load-leveling hospitals and facilitating patient transfers across the state. Many of the requests it handled came from Indian Health Service, tribally operated (PL 93-638) and critical access hospitals, revealing a significant gap in access to care for rural Arizonans.
What we learned
1
Smaller facilities struggled to place patients at a higher level of care.
2
Smaller hospitals did not have standardized metrics to track transfer trends.
3
Equity and access to care were a primary concern for rural Arizona and beyond.
4
Arizona needed to be able to stand up a load-leveling line quickly during a hospital surge.
AZ REACH launches
In December 2022, the Arizona Poison and Drug Information Center at the University of Arizona launched AZ REACH with the Arizona Department of Health Services (ADHS) and Blackbox Healthcare Solutions. AZ REACH keeps the Surge Line's single-call model available every day, for every condition, not just COVID.
How AZ REACH differs from the Surge Line
Voluntary
Using AZ REACH is voluntary.
Not state-administered
It is not administered by the state public health department.
Every condition
Patient eligibility is not limited to COVID-19.
Ready for a surge
When directed by ADHS during a widespread hospital surge or emergency response, AZ REACH can function as the Arizona Surge Line.
Milestones
December 2022
AZ REACH launches, along with an urgent pediatric activation during the RSV and influenza season.
October 2023
AZ STEP launches for Arizona hospitals with 20 or fewer inpatient beds.
January 2024
AZ REACH marks its first year.
2024
AZ REACH is highlighted by ASTHO and in a new article on healthcare equity.
February 2026
June 2026
Dr. Lisa Villarroel of ADHS receives the 2026 AAFP Public Health Award, with AZ REACH cited in the honor.
Looking ahead
AZ REACH is exploring ways to take more non-clinical work off on-site care teams, including behavioral health transfers, better transportation coordination and outpatient referral support. Learn more in the University of Arizona's February 2026 story.