Select the Optimal Care Delivery Method to Meet Patient Needs

We are used to seeing patients in the Patient’s Medical Home for in-person appointments. Now, technology allows providers in the Patient’s Medical Home to also offer care through means like phone calls, video visits, and secure messaging. Phone and video visits are similar to in-person visits (i.e., synchronous patient care), whereas secure messaging offers a new way of meeting individual patient and panel needs in between appointments (i.e., asynchronously).  This means that clinic teams have more options to choose from when scheduling care for a patient. When deciding which care delivery method to use, it is important to consider the patient’s needs, the type of care required, and any potential barriers or considerations for incorporating virtual care into clinic workflows. This module will explain the importance of incorporating virtual care into a clinic’s patient offerings and guide clinic teams through the process of deciding what appointment delivery method is appropriate when scheduling patients. This module will also outline how to successfully incorporate virtual care into clinic workflows from the planning stage to the post-appointment follow-up stage. 

Why  

Why is it important to adapt the type of care delivery method to meet patient needs​ [1]​? 

1. Promoting patient-centric healthcare within the Patient’s Medical Home and improving the patient experience. This includes more easily allowing for participation from: 
2. Patient partners (e.g.., family, work, support people). Listen to this 45 second audio clip to hear how virtual care can make this easier. 
3. Patients (e.g., asking patients what their appointment type preference is and being prepared to convert appointments type if needed). 
4. Promoting equitable access to health care by reducing time, distance, and transportation barriers in accessing healthcare. 
5. Enabling clinics to innovate as technology evolves and patient preference for new care delivery methods. 
6. Enabling team-based virtual care where Albertans can benefit from high quality care through multidisciplinary team approaches to care. 
7. Enhancing continuity of care which, in turn, helps maintain or improve quality of care. 
8. Enhancing transitions of care by providing the option to connect Albertans, physicians, and care teams virtually.

In-person care has been, and will remain to be, an important primary care delivery mode. It has many benefits, including supporting continuity. More recently, virtual care has become a key part of successfully adapting the type of care delivery to meet patient needs. Integrating virtual care into clinic workflows is important for the following reasons: 

• Patients are more willing than ever to use virtual care for medical appointments, with an estimated 73% of Alberta patients likely to use virtual care in the future​ [2]​.  
• A February 2021 survey of Alberta patients revealed that, of those who had used virtual care, 92% were satisfied with their experience​ [2]​. 
• Patients may consider the availability of virtual care when selecting a family doctor​ [2]​. 
• Increasing quality and timely access to care for Albertans​ [1]​. For instance, the following case study shows how a clinic can use virtual care to increase access for prenatal patients: Case Study: One Clinic’s Approach to Prenatal Care for Low Risk Patients. 
• Evidence suggests that virtual care options deliver the same quality and outcomes of patient care for routine and follow up care, proactive panel management, mental health issues, home monitoring of conditions, and prescriptions​ [1]​. 
• In some cases, virtual care visits are appropriate alternatives to in-person visits: 
  • Patients have limited access to their family doctor (e.g., patients living in or traveling to remote areas of the province, patients with mobility issues). 
  • Patients have an urgent need outside of regular clinic hours. 
  • Patients need more flexibility in where and how their needs are met (e.g., patients who have a contagious illness or compromised immune system)​ [3]​. 

​​References 

​[1]  ​Alberta Medical Association, "Virtual Care Opportunity," Edmonton, 2020. 

​[2]  ​albertapatients, "albertapatients Virtual Care," Edmonton, 2021. 

​[3]  ​L. Hardcastle and U. Ogbogu, "Virtual Care: Enhancing access or harming care?," Healthcare Management Forum, vol. 33, no. 6, pp. 288-292, 2020.