Purpose: Virtual nursing is a forward-thinking care delivery model that leverages technology to engage patients while simultaneously supporting bedside nurses through administrative workload reduction. Providing more patient interaction time for meaningful connections while optimizing their workload directly contributes to nurse well-being and satisfaction.

Nursing faces challenges, such as administrative burdens, that detract from patient care and lead to burnout and nurse turnover. A virtual nurse program can alleviate workload, improve clinical nurse and patient satisfaction, and expedite discharge processes by early identification of patient needs. The virtual nurse program empowers bedside nurses to function at the top of their license, restoring their satisfaction and bringing joy back to their profession while increasing patient experience and quality of care through innovative nurse connections.

Description: Strategic planning and research began one year prior to the program launch, utilizing research and networking to determine project scope in this pioneering field of practice. Preparation included focused work group design sessions with bedside nurses, patient and family advisors, and ancillary teams to develop value-added and mutually agreed upon workflow and communication strategies. From those findings, the team partnered with information systems and informatics to test and explore opportunities that would maximize the patient interaction through user-friendly technology practices for both staff and patients. The virtual nurse program has grown to three of four system hospitals, in select units, with projection to be in all hospitals by winter of 2024 in acute, PCU, and ICU levels of care. The program is supported by 10 virtual workstations, co-located at system services to provide virtual visits 12 hours a day, five days a week.

Outcomes: Within 6 months, the team has delivered virtual care to over seven thousand inpatients, plus additional administrative support to the bedside team. The team has achieved patient experience scores up to the 99th percentile for communication about medicines, discharge information, and care transitions in patients with a virtual visit. Nursing satisfaction surveys and rounding demonstrate 75% agreeing the program adds to overall sense of accomplishment with their role and 83% experience time savings for other important care tasks. Patients receiving virtual visits have fewer excess days compared to the GMLOS and are experiencing less 7- and 30-day readmissions.

Kara Yetter MSHI, BSN, RN, CPHIMS

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