A Systems-Level Evaluation Framework for Virtual Care.

Area of Science:

• Health Services Research
• Digital Health
• Healthcare Management

Background:

• The COVID-19 pandemic accelerated virtual care adoption, highlighting the need for effective service design and evaluation.
• Existing approaches to virtual care implementation often lack a comprehensive, systems-level perspective.
• Unanswered questions persist regarding optimal virtual care strategies and their real-world impact.

Purpose of the Study:

• To develop a systems-level evaluation framework for virtual care service design and evaluation.
• To inform a more comprehensive approach to planning and implementing virtual care initiatives.
• To share the design process and lessons learned to aid other jurisdictions.

Main Methods:

• Engaged diverse virtual care stakeholders, including patients, families, healthcare providers, implementation staff, and decision-makers.
• Developed a framework tailored for application within Alberta Health Services (AHS).
• Focused on a collaborative design process to ensure comprehensive input.

Main Results:

• A systems-level evaluation framework for virtual care was successfully designed.
• The framework received endorsement from AHS senior leadership for system-wide application.
• Key lessons learned from the design process were identified.

Conclusions:

• The developed framework provides a structured approach to virtual care evaluation.
• Stakeholder engagement was crucial for creating a relevant and applicable framework.
• The framework's design process and outcomes can inform virtual care planning internationally.