Stay home, get better: London hospitals push virtual care for some patients

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London’s hospitals are making a push to bring some outpatient appointments in-home. 

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London Health Sciences Centre and St. Joseph’s Health Care London are encouraging patients stuck in the routine of in-person follow-ups to give virtual care a try, with workshops and dedicated staff to make it easier for tech-wary people.  

“Virtual care has a lot of benefits for patients, and many aren’t aware that it’s an option for them,” said Nerissa Taylor, manager of operations for the virtual care program at LHSC and St. Joseph’s. 

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“Patients have had some really positive experiences. We’re trying to promote it and raise awareness about it.”  

The two hospitals are targeting all ambulatory departments in their latest virtual appointment push, including cardiology and mental health, Taylor said. The outpatient-specific initiative in London is distinct from the virtual urgent care program underway provincewide.  

Virtual options for outpatient appointments became popular during the pandemic, Taylor said, and patients have signaled that they want the alternative to stick around.  

Virtual appointments are often easier and faster for patients, especially ones who live outside the city, Taylor said. There’s also a cost to in-person hospital visits, such as time off work or paying for parking.  

The online appointments can also be more efficient for doctors and nurses who are able to see virtual patients between some of their in-person meetings, Taylor said.  

The patient’s care team will determine if they can take appointments online. Follow-ups that don’t require a physical exam are good candidates for virtual appointments. Factors such as whether the patient has a good internet connection at home, or has access to a computer or smartphone, are also considered.  

Appointments where the doctor or nurse is reviewing test results or specialist reports with the patient can also be well-suited for an online appointment.  

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In its 2023-24 budget year, LHSC had more than 745,000 ambulatory care visits, a total over and above its emergency room volumes. 

St. Joseph’s had approximately 794,000 outpatient visits over the same time period, a total that doesn’t include the hospital’s approximately 51,000 urgent care visits each year. 

The hospitals do not know how many of those outpatient visits could be made into virtual sessions and do not have a target for the number they want to see, Taylor said. 

“We’re still having conversations, understanding where this could grow in the future,” Taylor said. 

As part of its effort to get some outpatient appointments out of the hospital, LHSC and St. Joseph’s have dedicated staff working with patients who are unsure about the virtual care technology.  

“I try to put their mind at ease, particularly if it’s their first time doing it. I’m trying to bridge that gap and show them it’s not that difficult or technical,” said Sam Ayoko, a digital navigator.

Ayoko connects with patients who have upcoming virtual appointments, answers their questions, helps them access the online platform and follows up with patients post-appointment to see if they had any connectivity issues. 

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“We’re trying to educate people,” he said. “This is part of the future.”

The hospitals also recently wrapped up 12 weeks of workshops to teach people how to use the virtual care interface, a partnership with the London Public Library and Middlesex County Library. The sessions drew nearly 80 participants.  

Other groups in the city, including a retirement home, have expressed an interest in holding similar workshops, Taylor said. 

jbieman@postmedia.com

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