Cancerwise

At MD Anderson, patient care never pauses. This past year, we once again redefined what it means to be there for our patients — meeting them where they are, anticipating their needs and innovating to make every interaction smoother, safer and more compassionate.

Across MD Anderson, teams collaborated to expand access, comfort and connection in ways that improved the experience for every patient we serve.

Here are examples of how our teams went above and beyond for our patients and their families this past year.

1. Ensuring access during critical moments

When Winter Storm Enzo blanketed Texas in record-setting amounts of snow and ice in January 2025, more than 2,400 employees mobilized to protect our patients, facilities and each other. Over a 72-hour period, MD Anderson prepared our campuses for the storm, activated ride-out crews and ensured we could continue to provide care across inpatient, outpatient and virtual settings.

Inside the hospital, employees cared for more than 540 patients while our askMDAnderson and Patient Access teams answered thousands of calls and scheduled 500 new patient referrals, even as much of the city shut down. Ambulatory clinics seamlessly transitioned in-person appointments to virtual visits, ensuring patients could still see their providers safely from home.

“More than 30% of new patient visits during the week of the ice storm were virtual,” says Victor Hassid, M.D., associate vice president, Access Services. “That flexibility shows our ability to adapt and still deliver the highest quality care.”

Virtual visits have grown significantly and become an integral part of patient care. In Fiscal Year 2025, virtual visits represented 22% of all MD Anderson appointments; these 170,000 virtual visits included new patient visits, consults and follow-ups.

Through virtual new patient visits, patients and caregivers can connect with their care team sooner, even before traveling to Houston. It’s an approach that offers convenience and improves overall care coordination.

2. Opening the Urgent Symptom Clinic

When patients develop new symptoms unexpectedly between appointments, they need quick access to expert care they can trust. MD Anderson’s Urgent Symptom Clinic provides exactly that — a center for medically stable adult patients who need same-day or next-day evaluation and treatment for symptoms related to their treatment.

Located in the Main Building, the Urgent Symptom Clinic is staffed by emergency medicine physicians and advanced practice providers with oncology expertise. They offer prompt care for issues such as dehydration, pain, fever, nausea, fatigue and rashes. Most patients are treated and able to return home within a few hours, avoiding unnecessary hospital admissions or visits to our Acute Cancer Care Center.

“The Urgent Symptom Clinic has been a game-changer for both patients and care teams,” says Natosha Jenkins, clinical administrative director, Ambulatory Float Pool. “It offers a valuable alternative to the Acute Cancer Care Center, with on-site X-rays and lab testing available even after regular clinic hours. It enables patients to continue receiving timely, high-quality care.”

Since opening, the clinic has quickly become a vital part of how MD Anderson cares for our patients, serving about 200 patients a month and now offering self-scheduling through MyChart. This allows patients to book their own appointments, providing added flexibility and peace of mind when they need help most.

3. Enhancing comfort and connection

Through new inpatient dining initiatives, patients receive personalized touches that make their hospital stay more comfortable.

The evening turndown service brings comfort, connection and care to patients as they wind down for the night. Each evening, a member of the waitstaff personally visits patient rooms to check on dinner satisfaction, assist with menu selections for the next day and introduce the team who will be serving them. Patients are also offered a light snack or soothing beverage.

“Our team understands that nourishment goes beyond the plate,” says Leisa Bryant, executive director, Food and Nutrition Services. “Our evening turndown service is our way of saying, ‘We’re still here for you.’ A comforting visit to ensure every patient ends their day feeling cared for, satisfied and at ease for tomorrow.”