Understanding the Role of Patients and Carers in a Virtual Hospital Through Journey Mapping: Multi-Method...

As virtual hospital models expand, understanding patient and carer experiences is essential to ensure care remains person-centred, equitable, accessible and effective. While digital tools can improve access and safety, there remain gaps in understanding the roles of patients and carers. Targeted support from health services and policy makers is needed to enable patients and carers to undertake remote monitoring and self-management activities.

To first identify key roles of patients, carers and healthcare workers within virtual hospital care, Acute Respiratory model of care. Second, to identify bright spots (i.e., positive experiences) and pain points (i.e., challenges) reported by carers to improved experiences.

A multi-methods study involving a method triangulation analysis of 3282 patient-reported experience measure surveys and 52 semi-structured interviews with patients, carers and healthcare workers. Patient and carer insights were mapped across three phases of the virtual hospital journey: admission, treatment and discharge. A content and thematic analysis approach was used to (i) present patient narratives, (ii) identify stakeholder roles and (iii) carer-specific bright spots and pain points.

Virtual hospital care required patients and carers to take on new technical and digital support roles, particularly in onboarding, equipment use and troubleshooting. Existing roles, including logistical, household and clinical support, expanded in scope. This was especially for carers acting as extensions or substitutes for patient responsibilities when patients had low digital literacy, language barriers or reduced mobility. Participants valued the convenience, safety and responsiveness of virtual care, but reported that any inconsistencies in communication, technology usability and insufficient support for carers can lead to poor experiences.

Patient and carer experience in virtual care is shaped by how clearly expectations are communicated, how effectively technology is supported and how meaningfully carers are engaged. Mapping their journey provides an empirical summary and future research foundation for improving upon virtual care processes so that they are inclusive, responsive and better aligned with user needs.

A patient and carer consumer representative panel contributed to the study design and conceptualisation, informing the development of the interview guides. The panel also provided input on the use of visualisation methods and on plans for dissemination of the findings.

Not applicable.