Northern Health

Northern Health is the key provider of public health in Melbourne’s Northern region, one of the fastest growing communities in Australia.

Virtual Emergency Department

Northern Health has a strong history of encouraging and supporting innovation amongst all staff. Executive ideas forums in which staff are able to pitch “ideas” have been held on a regular basis. In 2020 an Operations Director within the clinical team in the Emergency Department (ED) pitched the idea of commencing a Virtual Emergency Department (Virtual ED). This idea was born from the need to address both the increased number of patients presenting and the concern that patients were presenting late to ED due to fear of “catching COVID”.

The Virtual ED idea was supported and a team lead by an ED consultant developed a project plan to create the Virtual ED. In October 2020 Northern Health officially launched the new Virtual ED.  This virtual service enabled patients with non-life-threatening emergencies to talk to the emergency department nurses and doctors from their home, work or car. This service was initially available to patients that lived in Northern Health’s catchment area. In addition, this service has also expanded to both GP’s and rural health services allowing them the ability to consult directly with ED consultants for their expertise and advice, allowing the patient to remain closer to home.  

A major benefit for patients who use the Virtual ED is the ability to receive emergency department care from the comfort of their home. This service provides scripts for medication to be delivered to their home, it can organise additional care or organise the patient to present to the hospital for ongoing care. In many instances’ patients can be managed at home, with approximately 20% of patients needing to attend Northern Health ED the same day. Around 40% are referred through pathways and linked to rapid review clinics, hospital in the home programs or other services.

Between January – July 2021 there were an average of 400 virtual ED presentations per month. In late August 2021 the impact of COIVD-19 – Delta wave saw a significant increase in the number of patients using the Virtual ED. In the following two months between September – October 2021 the Virtual ED had 3,492 presentations.

During this enormous spike in Virtual ED presentations, the Virtual ED Team partnered with the Northern Health COVID Pathways Team to provide additional support in and out of hours for COVID-19 positive patients. To manage the increased demand on the Virtual ED program, Northern Health needed to expand its workforce. The Virtual ED Team on boarded Emergency Physicians, Emergency Nurses, GPs and Medical Officers. Medical staff were given options for onsite and remote work, short and long shifts, providing flexibility and work life balance for many; particularly doctors looking after small children at home.

In November 2021, the Virtual ED Team commenced consultation with Ambulance Victoria on how this service can be utilized to support them.  Ambulance Victoria has since adopted the use of the Virtual ED to provide consultation to Ambulance Victoria patients in their home, thereby significantly reducing the number of patients transferred to hospital.

As a public hospital, Northern Health is the first in Australia to offer the model for patients to self-present to a Virtual Emergency Department.

Expansion to the Victorian Virtual Emergency Department

Due to the success of Northern Health’s Virtual ED program, this initiative has been funded by the Victorian Department of Health to expand into a state-wide program. Northern Health now manages the Victorian Virtual Emergency Department (VVED), and is in the process of expanding throughout Victoria.

Additionally, Northern Health offers Virtual ED to all COVID-19 positive patients across Victoria, regardless of catchment.

For information about Northern Health, visit nh.org.au