Evolution of virtual care support for patients and family caregivers: one hospital’s experience
In March 2020, the Hospital for Sick Children (SickKids) shifted to a virtual-first model, escalating the volume of virtual visits to over 70% of all visits by early summer of 2020. During this period, the Virtual Care Support Team (VCST) (formerly Telemedicine team) scheduled over 300 visits a day. The roles and responsibilities of the VCST evolved with the launch of new virtual programs and changes to technology solutions, some of which allowed clinical teams to schedule virtual visits.
This webinar will present the results of a review of service provision changes since March 2020, informed by call logs, service ticket data and end user survey information, and will discuss how a flexible support model for virtual care is needed to meet the evolving needs of patients, families, and hospital staff in the context of constant technology and process changes.
Speakers
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Ashley Graham
Senior Clinical Manager of Digital & Virtual Care - Hospital for Sick Children (SickKids)
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In this role she helped lead the expansion of virtual care in the ambulatory programs and supports other virtual programs across the SickKids, including managing the hospital’s Virtual Care Support team. Prior to this she worked as an Occupational Therapist at the hospital for over 10 years. In this role, she taught and presented research nationally and internationally. Ashley received her Master of Occupational Science & Occupational Therapy from the University of Toronto (2009) and Master of Health Management from McMaster University (2017).
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Robin Deliva
Virtual Care Specialist, Virtual Care Support Team - Hospital for Sick Children (SickKids)
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In this role she works to optimize and support virtual care provision across SickKids through collaborating with clinicians, patients and family caregivers and other stakeholders to clarify processes, address challenges to virtual care, and develop education and policies related to virtual care. She has 23 years of clinical experience as a pediatric physiotherapist at SickKids and brings this clinical experience to her work in virtual care.
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Mobarshira Ruram
Junior Support Analyst, Virtual Care Support Team - Hospital for Sick Children (SickKids).
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In her role, she assists virtual physicians and patients by providing technical support for Virtual Care platforms, ensuring seamless urgent care and clinical visits. She additionally collaborates with the Release of Information team to enhance data management. Mobarshira has earned a BSc degree in Health Informatics, and she brings that knowledge to support the Virtual Care team.
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