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Is There a Need for a Digital Emergency Room in Your Medical System?

Seventy percent of patients interacting with Ochsner Health's digital emergency department have chosen to bypass visits to the physical emergency room.

,   and  Administrator
2 min read
Virtual Emergency Rooms: Are They Essential for Health Systems?
Virtual Emergency Rooms: Are They Essential for Health Systems?

Is There a Need for a Digital Emergency Room in Your Medical System?

Ochsner Health, a leading healthcare provider, launched its virtual emergency department in October 2024, marking a significant step towards modernising emergency care.

The success of the virtual emergency department hinges on buy-in from various stakeholders, including primary care, executive teams, quality departments, and population health programs. This collaborative approach ensures a seamless integration of the virtual department into the existing healthcare system.

Since its inception, the virtual emergency department has worked with over 13,000 patients, providing them with timely care that elevates patient satisfaction and outcomes. The department operates from 8 a.m. to 8 p.m., seven days a week, staffed by a board-certified emergency medicine physician and a nurse navigator.

The virtual emergency department is expected to become a national trend, according to Sidney "Beau" Raymond, MD, the Chief Medical Officer (CMO) of Ochsner Health Network. Dr. Raymond emphasises the benefits the program offers, such as reducing wait times, improving care navigation, and offering personalised treatment plans.

The nurse navigator plays a crucial role in the virtual emergency department model at Ochsner Health, quickly scheduling patients for primary care and specialty clinics. If emergency care is not deemed necessary, the virtual emergency department offers virtual visits via video teleconferencing or e-visits (an asynchronous type of virtual visit).

The program addresses several pain points for CMOs, including alleviating ED crowding by offering patients more appropriate access points for care. It also enhances cost efficiency by reducing unnecessary ED visits and redirecting patients to more appropriate ambulatory or virtual care settings.

The virtual emergency department at Ochsner Health can be accessed through primary care offices, specialist offices, urgent care centers, or the health system's nurse-on-call line. The department uses the Epic secure chat platform to consult with providers, ensuring a secure and efficient communication process.

In 70% of cases, patients have been able to receive care without visiting a brick-and-mortar emergency room. This not only improves access and convenience but also enhances cost efficiency by reducing unnecessary ED visits.

The virtual emergency department program generates strategic, clinical, and financial value, according to Dr. Sidney "Beau" Raymond, CMO of Ochsner Health Network. By optimising resources, the program helps preserve high-acuity ED capacity for true emergencies, thereby improving throughput and reducing burnout among emergency staff.

Noah Pores, MD, serves as the medical director of the virtual emergency department at Ochsner Health, overseeing its operations and ensuring the delivery of high-quality care. The virtual emergency department at Ochsner Health is truly transforming emergency care, offering patients a more convenient, efficient, and personalised healthcare experience.

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