Abstract
COVID-19 dramatically changed the landscape, demanding an immediate widescale shift in how healthcare is provided. (State of New South Wales (NSW Agency for Clinical Innovation) 2021). This created an unparalleled opportunity to deliver improved outcomes and experiences for patients and the community through a Virtual Care service.
The rapid onset and need for programs to be stood up quickly opened the door for an integrated and inclusive leadership model. Stepping away from traditional leadership structures of hierarchical medical and nursing models to an integrated leadership team inclusive of nursing, medical, social work, allied health, pharmacy, administrative and data teams has driven the success of the Virtual Care program and positively impacted patient outcomes.
All members of the leadership team were at the centre of design, implementation, reviews & adaptations, having a valued and meaningful seat at the table. Having an interdisciplinary lens for a complex health crisis led to advocating for patients and families to create an awareness of the psychosocial factors, issues and challenges that come with care delivered in a Virtual Care environment
This integrated leadership team provided contemporary and agile patient centred care for all Tasmanians ensuring equitable health access across the State especially for those in rural and remote areas. The Virtual Care leadership team is a multidisciplinary team that values teamwork, engagement, and education, with a focus on developing a person-centred culture that integrates evidence based- care and involves all stakeholders. The team respects the different experiences and strengths of each team member, which enhances the service. The team have embraced virtual health care and are strong change champions, adapting to the needs of the community and can pivot and adapt to change without any restrictions.
Integrating allied health leaders into previously medical and nursing dominated structures allows for improved innovation and integration. Stakeholder engagement within the primary care setting has been essential for success, as well as Government, Health Executive, Primary Care Networks, Acute Hospital & Community Health support.
Virtual Care continues to be successful in achieving desired outcomes. Patient Satisfaction survey results demonstrate consistently high scores since commencement. Demonstrating the service’s strength primarily lie in the way staff members interacts with patients. By enabling the Allied Health leads to have equal leadership within the team it allows a more cohesive and patient centred approach.
Providing efficient and patient centred health services across Tasmania with equal accessibility no matter the location with a virtual integrated care team inclusive of allied health, pharmacy, medical and nursing teams. The Tasmanian Virtual Care program’s COVID@homeplus is a real-world example of how virtual care programs can respond seamlessly and agilely to new challenges whilst sustaining the satisfaction of its end users and community. The learnings from this are now being used in further expansion with shared leadership model and consumer engagement at the core of effective design.