Virtual care works alongside in-person care, giving consumers the flexibility to choose how they receive healthcare, provided it is safe and suitable.
A hybrid approach combining virtual and in-person care may best meet a consumer’s needs. However, it is essential to reassess the suitability of virtual care throughout the consumer’s healthcare journey.
There is no one-size-fits-all approach when evaluating clinical suitability. It is crucial to use clinical judgment and prioritise consumer safety.
To help you decide, use these questions along with the Virtual Care Suitability Checklist. Each section includes examples and things to think about. The list is not exhaustive. Talking with colleagues, supervisors or using evidence can also help you feel more confident and use virtual care effectively.
What is the specific goal for this episode of care?
Goals should focus on the current episode of care, such as referral, intake, triage, assessment, review, treatment, therapy, care planning, transfer of care or discharge.
Questions
- Can this goal be achieved virtually or does it require an in-person appointment?
- Does the model of care support virtual triage?
- Is specific equipment, such as intra-oral cameras or probes, needed to achieve this goal?
- Could receiving consumer information or completing tests in advance help to achieve the goal?
Examples
- Clinicians use remote monitoring devices to receive biometric data and check symptoms for care planning and management.
- A rural consumer and metropolitan specialist use a videoconference to plan next steps and identify local tests, such as scans and blood test, before an in-person appointment.
- Local clinicians consult virtually with specialists to improve immediate care.
- A mobile app captures images or videos to guide care and management.
- Videoconferencing helps share information during handovers or transition, such as moving paediatric consumers to adult care or involving general practitioners (GP) in discharge planning and continuity of care.
Is a physical assessment needed to meet the goal of this episode?
Questions
- Can the assessment be done by giving the consumer specific instructions, such as a step-by-step guide, short video or via a videoconference?
- Can the physical assessment be done by another clinician, such as a GP, community or practice nurse or allied health worker or assistant?
- Is real-time assessment necessary or could the consumer send a video?
- Will audio and visual inspection provide enough information?
Examples
- A rural consumer’s GP completes the pre-surgical admission assessment via videoconference with the perioperative team.
- Respiratory clinicians use videoconference to assess breathing, respiratory rate and rasping.
- A parent records their child swallowing and sends it to the speech therapy team for review.
Will the mode of care delivery impact consumer outcomes?
Questions
- Is virtual care safer for the consumer given their health and personal circumstances?
- Could virtual care increase the number of care episodes required?
- Clinicians often prefer in-person care for initial assessments to build rapport and conduct physical examinations. Could this delay access to care and lead to poorer outcomes?
Examples
- Videoconferencing may be safer for immunocompromised consumers as it allows them to stay home.
- A consumer with lower leg cellulitis may attend more video appointments because it overcomes mobility and transport issues.
- Autistic consumers may find being in their home improves rapport building and assessments.
- Remote monitoring of consumers after surgery helps detect infections earlier, preventing readmission.
- Telephone or video triage can assist consumers by enabling early escalation or redirecting them to the right care, such as their GP.
Will virtual care affect consumer engagement or safety?
Questions
- Has your service worked out which virtual care options, such as telephone, videoconference or remote monitoring, work best in different situations?
- Are you able to adjust your clinical practice approach and communication style to meet consumers’ needs during virtual consultations?
- Does your service have clear criteria to determine which consumers are suitable, or unsuitable, for virtual care?
- Is the consumer likely to deteriorate and need urgent intervention?
- Are there safety concerns about the consumer participating virtually, such as risk of a fall? Do they have a person who can support them during the appointment?
- Has your service identified groups who may find virtual care challenging? Have you considered how to support them, for example with help from specialist services?
Examples
- A fracture clinic risk assessment found simple fractures can be treated using a mix of video and in-person appointments. However, complex fractures need full in-person treatment.
- A physiotherapy rehabilitation service decided that virtual therapy after surgery can be provided if there is support in the home.
- A diabetes service caring for a consumer with an intellectual disability was advised to use videoconferencing instead of telephone calls. Video makes it easier to engage with the consumer, demonstrate what is required and read visual cues to check understanding.
Is evidence available to support virtual care delivery?
As healthcare services evolve, more evidence shows that virtual care provides clinical value, is widely adopted and sustainable.
- Is virtual care already part of your service or model of care?
- Is there a culture that supports innovation and quality improvement, and has executive sponsorship and strong clinical governance?
- Can you learn from other services using virtual care? For example, Virtual care Spotlights showcase various uses of virtual care and the Innovation Exchange shares local innovation and improvement projects.
- Have you looked into research and evidence on the use of virtual care in your specialty? For example, Translational Research Grants Scheme, Clinical Information Access Portal (CIAP), journals or evidence published by the Critical Intelligence Unit.