Virtual Nurse Pilot Program Pleases Patients and Nurses

Charge nurses, case managers, educators and bedside nurses weighed in to help fine- tune a process that could increase satisfaction for the bedside nurse and the patient. The development team relied on existing software and tools to speed proof of concept. 

After testing and fine-tuning some processes, Morton Plant began piloting the virtual nurse on its B6 floor in July 2022. Under the program, BayCare nurses sit in a central location at the hospital behind a computer. There they have access to patients’ medical records, a web camera, multiple monitors and a headset. Support teams deliver an iPad on a tripod to the patient’s bedside, enabling them to have a secure video call with the virtual nurse. The nurse talks through the patient’s discharge orders, being sure to take as long as needed to answer all questions. 

Among the findings: Nurses like the opportunity to serve their patients in a different way. Nurse Lisa Santana has found she likes breaking up her schedule between the bedside and virtual shifts. Indeed, the pilot project found that by using nurses familiar with a team and with a specific unit helps the communication and coordination on behalf of patients. 

“As the virtual nurse, I can focus solely on ensuring the patient understands the discharge instructions and take as much time as necessary to answer questions,” Santana said. Then, “when I am on the floor, I don’t have to worry about the administrative tasks. I can take care of my patients, and when it’s time for discharge… (the virtual nurse takes care of the rest).”

Virtual health care is nothing new. BayCare has been using virtual nursing in some capacity since 2015, when a virtual nursing unit was created to monitor ICU patients. During the pandemic, use of telehealth appointments also exploded in the industry and at BayCare. But the virtual nurse discharge program is BayCare’s first use of the virtual space for administrative tasks in the acute care setting.

“Our patients’ response has been overwhelmingly positive,” said Tidwell. “They receive uninterrupted attention. The virtual nurse is solely dedicated to one patient when going through the discharge information. The patient or patient’s family can ask anything and take as much time as needed.”

Ransford said the work will continue, “We hope to continue fine-tuning and expanding the virtual nurse model with a goal of making the bedside nurse’s job easier,” she said. “Lessening the burden of balancing time constraints with providing the best care possible will allow nurses to get back to the art of caring and connecting with patients.”