Leveraging Virtual Care to Support Francophone Patients and Caregivers at Home

Virtual care is growing rapidly across the country, as more primary care providers use technology to deliver healthcare. Healthcare Excellence Canada (HEC) launched an initiative to help care providers and patients work together to ensure virtual care is provided in an appropriate, safe and equitable way.

About this Promising Practice

• Program: Partnering on Appropriate Virtual Care

• Location: Prince Edward Island

Home Care - Health PEI

This project aimed to optimize the bilingual care coordinator’s time and to develop resources to promote the appropriate use of virtual care in interactions with linguistically diverse communities.

For more information:

Lisa Gotell
Bilingual Project Manager
Health PEI
lgotell@ihis.org

In response to the need for more accessible home care services for Francophone clients, Health PEI launched an initiative to enhance access through virtual visits. By adopting virtual care delivery, for some clients the travel time for in-person visits was eliminated, enabling the bilingual care coordinator to manage an additional caseload and assist with other functions within home-based care. Surveys from patients, caregivers and providers indicated high levels of satisfaction and confidence in the virtual care provided.

Objective and purpose of the promising practice

The promising practice aimed to serve home care clients in Prince County whose preferred language was French. This project aimed to optimize the bilingual care coordinator’s time and to develop resources to promote the appropriate use of virtual care in interactions with linguistically diverse communities.

Approach

Engagement

The project team engaged with the Francophone community through focus groups, workshops, satisfaction surveys and presentations at local French community events. Leadership and front-line staff were also members of the working group, which developed a framework, process and monthly updates for the leadership team.

Outcomes

The project’s target was to increase the bilingual care coordinator’s case load by 25% by January 2024. Prior to the implementation of the project, the care coordinator’s case load was 32 clients. Although the project was only implemented on January 29, 2024, 8 clients were added by the beginning of March, meeting the 25% target. The plan is to spread within more home-based care programs. By optimizing healthcare resources and managing non-urgent cases remotely, the project reduced the burden on in-person facilities and allowed providers to focus on critical cases. Through client surveys, five patients report feeling more connected and valued, with easier access to healthcare teams for timely answers and engagement in managing their health using this approach.

Home care staff also reported increased confidence in using technology, as a result of the training and support provided. Most staff felt the virtual care approach was worthwhile and appropriate. Initial internet connectivity issues impacting the bilingual care coordinator were resolved, ensuring smoother virtual visits.

The project demonstrated increased satisfaction of clients, increased access for patients facing geographical barriers, and more efficient use of time and healthcare services, and the team plans to expand the initiative by sharing their insights through presentations and learning exchanges.

Impacts and learnings

Key takeaways

• Patients and caregivers shared practical challenges such as time constraints, financial barriers and technological issues, highlighting the need for equipment such as electronic devices and SIM cards.

• Feedback on user interface difficulties led to improvements to the usability of the platform.

• Transparency on data privacy and security helped to build trust in the virtual care platform.

• Engaging with clinicians in creating a dedicated workflow and involving legal and compliance teams ensured seamless integration of virtual care into existing processes and regulatory compliance.

Facilitators

• Clear project objectives guided implementation.

• Specific measurement goals were set.

• Active engagement of stakeholders, including clinicians, staff, clients and caregivers was maintained.

• Regular communication ensured all perspectives were considered.

• The virtual care solution was designed for scalability, fostering future growth and improvement.

Barriers

• Inadequate access to high-speed internet, smartphones and computers.

• Unreliable internet access in rural areas.

• Lower digital literacy levels among some seniors.

• Resistance to change among some staff members.

Health PEI's initiative demonstrates a successful model for leveraging virtual care to support Francophone patients and caregivers, enhancing access and optimizing healthcare delivery.