AZ REACH began with lessons learned during the COVID-19 pandemic, when Arizona needed a single place to find hospital beds for patients who needed a higher level of care.
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 rural, 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
- Smaller facilities struggle to place patients at a higher level of care.
- Smaller hospitals did not have standardized metrics to track transfer trends.
- Equity and access to care are a primary concern for rural Arizona and beyond.
- Arizona must 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 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
- Using AZ REACH is voluntary.
- It is not administered by the state public health department.
- Patient eligibility is not limited to COVID-19.
- 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: AZ REACH surpasses 20,000 patient transfer referrals.
- 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 transfer coordination, stronger transportation coordination and support for outpatient referrals. Learn more in the University of Arizona's February 2026 story.