How Virtual Care is transforming healthcare

by Robert L. Smith, MD

[Ed. We are pleased to have  Robert L. Smith MD, MS a guest columnist, who will be discussing the merits of virtual care. Dr. Smith is CEO and Founder of Finger Lakes Family Care, an NCQA Level 3 Medical Home, and Co-Founder of the NowDox Virtual Care Community]

It is 4:30 on a busy afternoon in your primary care office. Your second to last patient of the day, who has a history of migraines, is now complaining of 5 days of an unrelenting headache that is slightly different from her normal pattern of migraine headaches. You are unable to send to her to a neurologist until tomorrow and need to rule out a potentially dangerous situation.

You reluctantly decide to send her to the emergency room where she receives a CT scan and is kept under observation for 6 hours until an intracranial aneurysm is ruled out. The total bill for her care comes to $1500.

Now imagine yourself as a primary care physician working in a highly functioning Patient Centered Medical Home. Instead of basing your assessment on what intracranial process is occurring by practicing defensive medicine, you decide to bring the specialist to the patient. You set up an instant video conference with a neurologist that is available for online consults and he is now live in the exam room on a flat screen monitor.

The neurologist is able to ask further questions as well as conduct a complete neurological examination through this virtual consult. The end result is that the neurologist is able to ascertain that the patient was not having an emergent headache, she is treated with pain meds and observed in our office, and after 20 minutes her pain scale drops from 10/10 to 2/10.  Her bill came to $150 for a moderate level outpatient visit. This is a true story that occurred a few months ago with an extremely grateful patient and is a great example of the power and potential of virtual care.

To discuss this intriguing concept further, check out the thread of this topic located on our forum.

This scenario can now be the norm rather than the exception with the use of online, and now mobile, video conferencing tools. Having the capability to expand care services to patients, even in acute settings like the one described above, is vital to delivering care in a patient-centric manner.  Once reserved to large practices and hospitals with stationary telemedicine stations, virtual care has now entered the world of mHealth.  Virtual care is based on rapid accessibility and online collaboration with fellow colleagues and patients. It is also platform agnostic and can be accomplished using any hardware or software platforms. And most importantly, it is now affordable to individual physicians and accessible for patients.

Skype, FaceTime, Vidyo, and GoToMeeting with HD Faces are all current examples of video conferencing software available on tablets and smartphones. The specific software will depend on the nature of the communication desired. If a simple video phone call is appropriate for a particular medical encounter, then simply using Skype between PCs or Macs or iPads or Zoom tablets will suffice. If screen sharing of a Head CT is needed between the Emergency Medicine physician and the Neurologist on call from home, a GoToMeeting session will be a more logical answer as both parties can share images and collaborate on treatment decisions. If a physician would rather have a dedicated, online meeting room that patients and colleagues can simply drop in for a virtual meeting, a Vidyo virtual room would be a great choice.

The point to be made about Virtual Care is that it is a form of communication between patients and physicians that needs to be efficient, specific to a particular workflow task, and remain completely generic depending on the device that either party is communicating from.  Physicians in a hospital ED may need to have access from a webcam on a desktop computer, while a hospitalist may need virtual access from a smartphone or tablet due to their mobility within their work environment.

A primary care physician may need to be mobile while performing hospital rounds in the morning, switch to a static desktop PC while finishing afternoon office hours, then return to a mobile device while on call in the evening. A visiting nurse will need to use a mobile device while performing a hospital discharge follow up in the patient’s home. Software now exists for both parties to choose which platform is appropriate and best for them at the time depending on their workflow needs at that moment.

Virtual Care is more than the specialist at an academic center providing outreach to a community clinic or by controlling a $50,000 robot that is wheeled between hospital rooms with a joystick. Virtual Care is a very efficient and pragmatic approach to patient care, independent of the physical location of the parties involved. It is a form of communication whose time has come and can be instrumental in “fixing” our current state of affairs within the healthcare system.

Regardless of the third party reimbursement structure we are currently beholden to and the lack of payment for collaboration around patient care when not directly examining a patient, Virtual Care is the new model for delivering a safer and more effective means of healthcare.  And the best part, we now have multiple apps across multiple platforms to achieve the next revolution in healthcare!



iMedicalApps periodically features contributed articles from clinicians, researchers, and industry leaders with interesting perspectives to share.

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8 Responses to How Virtual Care is transforming healthcare

  1. Rebecca L. Violette March 14, 2012 at 1:30 pm #

    I work in a virtual ICU (electronic ICU). We assist hospitals around the state of Maine by collaboration with the bedside healthcare team by using an interdisciplinary approach to better the patient care and outcome. I think this is a fabulous idea! I’ve often thought of this approach as well. Having specialized RN’s skype with patients with defined co-morbidities. For instance, a well trained cardiac nurse can be assigned to a cardiac patient population. A neuroscience nurse assigned to the neuroscience patient population, etc. With the future changes in healthcare, this would be a fantastic way to help reduce admits and readmits to the hospitals. It can also provide patient education of signs, symptoms, and management of their health and healthcare. A great resource for the patient.

    • Robert L. Smith, MD March 14, 2012 at 6:44 pm #


      Thanks for the support! I believe this could be the answer towards decreasing costs in not only primary care, but all of medicine, if we start caring for patients outside of the traditional office visits that we are constrained to by insurance companies in order to get reimbursed for our work. The technology is available to provide virtual care and extend our boundaries as caregivers!

      Dr. Smith

  2. Kathy Zabliski March 14, 2012 at 11:09 pm #

    This is AWESOME! Due to frequent bad Emergency Room experiences, I no longer will go to the Emergency Room unless I am unconscious! It’s nice to know that I can see my own doctor, receive proper care, and not have a traumatic ER experience. There may be hope for healthcare!

  3. Rick March 15, 2012 at 11:58 pm #

    A complete neurological evaluation would involve examining the patients motor strength, sensation and reflexes, as well as possibly other maneuvers. That’s not something that can be done virtually.
    In fact, because of this very fact, a more likely scenario would be the same as the first – the patient end’s up in the ER and requires a CT of the brain. If i were performing a virtual consult on a patient, I would not want to preclude the possibility of an aneurysm – especially when I have not even actually performed a physical examination on them!

    • Kathy Zabliski March 16, 2012 at 1:12 am #

      If I am with my primary care doctor, he can perform the evaluation with the neurologist looking on . When I see my neurologist (who is one of the top neuros in the country), he usually has his NP or Fellow do this on me while I’m in his office. So why couldn’t it be done over an internet connection? If I need an immediate CT scan, I can go to radiology and have it done. I don’t need the ER.

      I have been to the ER many times. I have gone with a heart rate of 200 and my arms numb (I am a BS, RN). I went home after waiting in the waiting room for 4 hours. I figured if I wasn’t dead by then, I would be OK. I have been misdiagnosed in the ER and had my rights violated in the ER. I KNOW how an ER is SUPPOSED to work. I have worked there. Unfortunately, it doesn’t work that way any longer.

      I much prefer this method. I can be seen by a doctor who KNOWS me, KNOWS my history. He can consult with a specialist while I am right there. I don’t have to wait for hours and pray that I will eventually be seen by a doctor who knows nothing about me and pay $75 for the privilege.

      I’d rather die than go to the ER. The only way you’ll see me in the ER is if I’m unconscious.

  4. Ashley Boyd March 20, 2012 at 4:49 pm #

    Great article! I felt like I was reading our mission statement.

    I work for SBR Health, and we provide clinical software applications that utilize televideo to connect physicians with patients and other specialists. We’re piloting our technologies at Mass General and Stanford Hospital for video follow up, virtual triage, specialist consults and video remote interpretation. Our focus and objective is to help organizations and physicians to increase access and improve the quality, coordination and delivery of care. Virtual care means more efficient and convenient care. We’re interested in piloting our technology to enable this shift in virtual care delivery.


  5. Nikola Boskovski July 4, 2012 at 11:28 pm #

    The patients motor strength can be done virtually with an appropriate devise which can show digital readout displayed as he do squeezing or pushing. Sensation could be verbalized and reflexes could be observed, as well as possibly other maneuvers.
    We should always look for solutions and evolution in diagnostic methods.
    If Virtual care is a good answer for seventy percent of what we do and cut cost by ninety percent why not go for it!?
    In addition, we as doctors must get together and deserve the respect of the society in large to reword us fairly. The current system of prima donna’s doctors who follow the winners takes all concept should be thing of the past.

  6. Allan Roger January 14, 2014 at 12:48 am #

    Use of online meeting software such as RHUB web conferencing appliances in healthcare sector, has greatly benefited doctors in terms of virtually reaching out to rural areas, better collaboration by doctors with their counterparts regardless of their geographical locations. Doctors, medical professionals, etc. are able to keep up with persistent demands at a greater speed and efficiency.

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