Unit
- Virtual care: A broad term encompassing all remote healthcare interactions between patients and providers using digital communication technologies, including video visits, phone calls, secure messaging, and remote monitoring platforms.
- Synchronous vs. asynchronous models: Synchronous care occurs in real time via live video or phone; asynchronous care involves store-and-forward methods such as patient portals for messages or uploaded health data reviewed later.
- Telehealth vs. telemedicine: Telehealth is the wider umbrella covering non-clinical services like administrative consultations and health education; telemedicine specifically refers to remote clinical diagnosis and treatment.
- Direct-to-consumer virtual care: Patients initiate contact with a provider through an app or website without prior relationship; commonly used for episodic, low-acuity conditions such as cold symptoms or skin rashes.
- Integrated virtual care: Virtual visits are embedded within an existing primary care or specialty practice, allowing patients to see their established provider remotely for follow-ups or routine care.
- Remote patient monitoring (RPM): Uses connected devices to collect patient health data (blood pressure, glucose levels) outside traditional settings, transmitted to providers for ongoing management often combined with periodic virtual check-ins.
- Virtual care hub-and-spoke models: A central hub (e.g., a hospital) provides specialist expertise to multiple spoke sites (e.g., rural clinics) via video, enabling access to cardiology, neurology, or psychiatry where local resources are limited.
- Hybrid care delivery: Combines in-person visits with virtual encounters based on clinical needs and patient preference; requires coordinated scheduling, consistent documentation, and clear communication of when each modality is appropriate.
- Store and forward telehealth: Enables providers to share patient information such as images, lab results, or clinical notes with specialists asynchronously for review at a later time. This model is especially useful in dermatology, radiology, and pathology where visual data can be assessed without live interaction.
- E consults: Allow primary care providers to request electronic consultations from specialists through the EHR system. The specialist reviews the case and provides recommendations without a direct patient encounter, reducing wait times and unnecessary referrals while supporting collaborative care.
- Virtual visit etiquette and environment: Patients and providers should ensure a private, well lit space with minimal distractions for video visits. Proper camera positioning, wearing professional attire, and confirming audio and video functionality beforehand contribute to a more effective consultation and positive patient experience.
Scope of Practice
Role: Virtual Care Coordinator in a Telehealth Program
Within scope:
- Coordinating patient scheduling for virtual visits and ensuring technology readiness
- Assisting patients with platform login and troubleshooting basic connectivity issues
- Documenting virtual encounter details in the electronic health record (EHR) under provider supervision
- Educating patients on the appropriate use of virtual care for different health concerns
- Managing patient consent forms specific to telehealth delivery
Outside scope:
- Diagnosing conditions or providing medical advice during or outside virtual visits
- Interpreting remote monitoring device data independently without provider review
- Prescribing medications or modifying existing treatment plans
- Making decisions about patient acuity or urgency for care escalation
- Performing clinical assessments that require physical examination elements
Quick Revision
- Virtual care includes synchronous and asynchronous models, from live video to secure messaging and remote monitoring.
- Telehealth is a broader term than telemedicine, encompassing both clinical and non-clinical services.
- Direct-to-consumer and integrated models serve different patient populations and continuity needs.
- Hybrid care blends virtual and in-person visits, requiring operational coordination.
- Virtual care coordinators support technology setup and documentation but do not perform clinical assessments or make independent medical decisions.