Virtual urgent care didn't divert Ontario patients from ER visits during pandemic, study suggests

Virtual urgent care didn't make a dent in diverting patients with less severe health problems from emergency departments during the COVID-19 pandemic in Ontario, say physicians and researchers.

During the early days of COVID, when physical distancing was strongly encouraged, health care largely shifted to virtual delivery instead of face to face.

In Monday's issue of the Canadian Medical Association Journal(CMAJ), Shelley McLeod, a clinical epidemiologist at Sinai Health and associate professor at the University of Toronto, and her teampublished a study thatassessed more than 19,000 virtual urgent care visitsacross Ontariofrom December 2020toSeptember 2021.

The researchers looked athow ill patients were, their later in-person visits to an emergency department and outcomes at a mix of urban, pediatric and northern settings across the province.

No magic bullet for family health crisis

Of all those patients in the study,nearly 13 per cent went to emergency in person within three days of a virtual visit, and almost 22 per cent did so within a month of being seen via video call or by phone.

"We found no overall impact of the provincial [virtual urgent care] pilot program on both subsequent emergency department visits and hospital admissions, although an important percentage of [virtual care] patients subsequently attended an emergency department in person," McLeod and her team wrote.

Young adults, city dwellers and those from higher-income neighbourhoods accessed virtual services, and those who already had afamily physician or primary care provider accessed virtual services themost, the researchers found.

In the study, the mean patient age was 28 years, 60 per cent were female and 85 per cent had a primary care provider.

Justin Hall is one of the study's authors. He's also the deputy chief of Sunnybrook Health Sciences Centre'semergency department in Toronto, and leads its virtual version.

"For patients who might be having severe chest pain, or if they have great difficulties with breathing or sudden changes that might be consistent with a stroke, all of those things would be best handled in our in-person emergency department," or bycalling 911, he told CBCNewsin an interview in response to the study.

The virtual care service isoffered seven days a week from 1 p.m. to 9 p.m., and isled by nurse practitioners and supported by emergency physicians.

Hallcalls it "a great service for those who have minor injuries, minor skin conditions" and says staffcan help patients find thebest location for treatmentand also perform simple exams, such as askingpatients to move joints, assessing coughs, colds or rashes, prescribing antibiotics and treating minor injuries.

Hall said ideally, patients would be attached to family physicians or nurse practitioners in an ongoing "longitudinal" relationship for disease prevention and treatment, rather than relying on urgent care with one-off visits.

"We are not a solution to the primary care crisis," he said. "We are, however, a way of bridging the gap."

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The Newfoundland and Labrador government is paying a private U.S-based company to provide virtual physician access to anyone without a primary-care option and 24/7 emergency coverage in certain remote areas. But as the CBCs Mark Quinn reports, many questions have yet to be answered.

Pediatric virtual urgent care a strength

Dr.CatherineVarner,an emergency physician in Toronto and adeputy editor of the CMAJ,wrote an editorial accompanying the study about how virtual care fits into the health-care system now, given the staffing crisis for doctors and nurses in emergency departments.

"In a system of strained resources, we can't afford to provide redundant care to a population that already has good access to care," Varnertold CBCNews in an interview, adding that pulling emergency department providers away from the bedside needs to be avoided.

Varner says virtual urgent care can help serve childrenwith less serious issues away frompediatric emergency departments.

Andrea Neilsen, 50, of Edmonton, used a virtual care service when she lived in B.C.'s Fraser Valley for two years. She had previously had surgery for inflammatory bowel disease and needed medication renewed.

"I just felt a little precarious not having a medical doctor to oversee my care," Neilsen said in an interview."I looked up their website and it was really user friendly. I had my first appointment and it was a really good experience."

Neilsen says she's now found a family doctor in Edmonton.

In her editorial, Varner pointed to B.C.'s Real-Time Virtual Supports program as an example of successfully providing virtual urgent care to people in rural, remote and Indigenous communities throughout the province and safely avoiding visits to the emergency department.

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Virtual urgent care didn't reduce pandemic ER visits in Ontario, study suggests

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As a stop-gap measure to reduce face-to-face contact during the pandemic, Ontario set up a virtual urgent care system. But a new study published in the Canadian Medical Association Journal suggests virtual appointments did little to divert people from emergency rooms.

Dr. Michael Gardam, CEO of Health PEI, says now that the pandemic has calmed down, virtual care can be adjusted to the reality of temporary emergency department closures, a shortage of family physicians and subspecialistsin the province.

"What I would love to see is that patients have far more options," Gardam said. "It may be that for some of their visits, virtual is absolutely fine and it is more convenientfor that person so why wouldn't we?"

Varner said people without access to technology could miss out on virtual care, a gap she saidstill needs to be addressed.