The Virtual Emergency Department (Virtual ED) established in Melbourne’s south east a little over three months ago has now passed 1000 patients, reducing the load on emergency departments while providing timely, high quality care.
Clinical Assoc Prof Georgia Soldatos, Acting Program Director, Acute Subacute and Community Program at Monash Health, which has cared for more than 600 Virtual ED patients, said the Virtual ED had provided many examples of innovative care.
“The Virtual ED is an innovative model which allows patients in the south east to be assessed by experienced Emergency physicians at their place of residence, while being supported by ambulance staff,” she said. “Three in four patients received care and were able to remain in their own home, without the need for transport to hospital.
“Early feedback from our patients is that this is a highly valued service which provides a much-needed alternative to a physical emergency department presentation. Comments from some of our consumers include ‘very impressed and I felt safe and valued’, ‘wonderful alternative rather than tie up ambulance and patient at ER for hours,’ and ‘very good for disabled people’,” she said.
“At a time when the focus has often been on the negative impacts of COVID on healthcare delivery, the Virtual ED is one of the positive innovative models of care to emerge. The project has brought together partners within Ambulance Victoria, Alfred health and Peninsula Health, supported by the Department of Health, working collaboratively, to keep the patient at the centre. To date, it has been successful in providing an alternate option of delivering emergency care patients not critically unwell.”
One such example was an 83-year-old man living in a residential aged care facility, who was the 1000th patient. The Monash Health Virtual ED clinician was able to assess him, supported by an Ambulance Victoria paramedic and a family member, who was also in attendance. It was determined that the patient would benefit from in-facility palliative care and a referral to Residential in Reach (RiR) was made by the clinician. The RiR team is now working with the nursing team in the facility, and the patient is comfortable and stable.
Since its inception in February the Virtual ED has reduced the load on emergency departments across the health services. Of the first 1000 patients, 77% were diverted away from emergency departments and provided with alternative care options. These have included referrals to home care services, GP’s and other specialists. The Virtual ED has also been able to distribute prescriptions to be dispensed at local pharmacies close to the patient.
To date, the majority of patients are female (67%), with the largest age group represented the 80+ age bracket. Some 30% of patients presented with a COVID-19 diagnosis and the average wait time experienced across all patients was less than two minutes.
The Virtual ED was established by Alfred Health, Monash Health and Peninsula Health, working in partnership with Ambulance Victoria and supported by the Department of Health.
It is a dedicated pathway for Ambulance Victoria employees to access the Emergency Department teams across the three health services. The service is provided via telehealth (video and audio) and offered seven days per week, from 12.00pm – 9.00pm.
Planning is underway to expand the service with a view to providing direct access to other health professionals such as GP’s and residential aged care facilities.