By James Boyd, Chair of Digital Health and Innovation, La Trobe University
Virtual Care Models: A Game Changer
At the heart of the ED crisis lies the triage process – the initial assessment of patients to determine urgency and prioritise care. Digital technology offers a promising solution to optimise this critical step. Virtual triage and registration systems can expedite patient intake, freeing up staff to focus on clinical care. By collecting essential patient information upfront, these systems improve data accuracy and efficiency.
Moreover, digital platforms enable remote consultations, allowing patients with less urgent conditions to receive care outside the ED. This not only alleviates overcrowding but also ensures that patients with critical needs receive timely attention.
A Case Study: The Victorian Virtual Emergency Department
Australia has taken a pioneering role in virtual emergency care with the Victorian Virtual Emergency Department (VVED). This groundbreaking initiative provides 24/7 access to medical advice and treatment for non-life-threatening conditions.
Initiated as a pilot program in October 2020, in partnership with La Trobe University, the VVED rolled out statewide in April 2022 and has provided clinical assessments, medical advice, treatment and local referrals to more than 300,000 patients.
With a capacity to handle over 1,000 patient consultations daily, the VVED has become a cornerstone of Victoria's healthcare infrastructure. Its ability to scale alongside increasing demand demonstrates its potential as a sustainable solution to the ongoing challenges faced by emergency departments.
By offering virtual triage and consultations, the VVED has successfully diverted patients away from physical EDs, reducing overcrowding and improving patient satisfaction. The model’s ability to connect patients with appropriate care providers, whether it's a GP, specialist nurse, or emergency physician, has optimised resource utilisation and enhanced patient outcomes.
Recognising the diverse needs of the community, the VVED has established multiple pathways for healthcare providers to refer patients. Paramedics, GPs, Urgent Care Centres (UCCs), Residential Aged Care Facilities (RACFs), and other community health services can now seamlessly integrate with the VVED platform.
For paramedics, the VVED offers a crucial tool for triaging patients in the field. By consulting with virtual ED clinicians, paramedics can determine the most appropriate course of action, potentially diverting patients away from the ED and freeing up ambulances for critical cases.
Similarly, RACFs can access the VVED directly or through the Residential Aged Care Enhanced Response (RACER) pathway, reducing unnecessary ambulance transfers for residents. This has significantly improved access to timely medical care for this vulnerable patient group.
Expanding Reach and Impact
The VVED's continuous evolution is evident in its expanding reach and impact. Partnerships with organisations like ‘Nurse On Call’ have broadened the platform's capabilities, particularly in paediatric care. The introduction of dedicated waiting rooms, such as VVED Kids and Geriatric Emergency Department Intervention (GEDI), have further enhanced the service's ability to address specific patient needs.
By fostering collaboration among hospitals, ambulance services, and community healthcare providers, the VVED has created a robust ecosystem for delivering virtual emergency care. This model has the potential to be replicated and adapted in other regions, revolutionising emergency healthcare on a global scale.
Overcoming Challenges and Embracing the Future
While the VVED represents a significant step forward, challenges remain. Seamless integration with existing healthcare systems, addressing data privacy and security concerns, and overcoming resistance to change are crucial for the widespread adoption of virtual triage and care.
However, the potential benefits are immense. By embracing digital solutions, EDs can improve patient experience, optimise resource allocation, and enhance the overall quality of emergency care. The future of emergency medicine lies in a harmonious blend of human expertise and cutting-edge technology.
As technology continues to evolve, we can anticipate further innovations in digital triage and virtual care. Artificial intelligence (AI) has the potential to revolutionise triage accuracy and efficiency, while augmented reality (AR) can support remote patient assessments.
Conclusion
The crisis in emergency departments demands bold and innovative solutions.
Digital technology, particularly virtual triage and care, offers a promising path forward. By embracing these advancements, we can alleviate the burden on EDs, improve patient outcomes, and build a more resilient healthcare system.
La Trobe University's Digital Innovation Hub is currently collaborating with hospitals in developing telehealth prototypes such as the Victorian Virtual Emergency Department (VVED). To learn more, visit the Digital Innovation Hub website or email dih@latrobe.edu.au
La Trobe Industry Communications and Media Enquiries: industry.engagement@latrobe.edu.au
