The East Region Virtual Care Clinic, a convenient alternative to the ER

How does the East Region Virtual Care Clinic work? 

The clinic is open seven days a week, including holidays. People can call 1-888-684-1999 or register online at virtualcareontario.ca starting at 9:00 a.m. Nurses then call back registered patients, in order of priority, between 1:00 p.m. and 9:00 p.m. Consultations can be done over the phone or by videoconference, and if required, nurses can also refer patients to the appropriate emergency services. 

From a pilot project to a sustainable regional solution? 

The East Region Virtual Care Clinic was developed by the Durham Community Health Centre as a pilot project in 2023, with the support of Ontario Health. The Centre de Santé Communautaire de l’Estrie (CSCE) got involved last October, supplying a full-time Nurse Practitioner. The Archipel Ontario Health Team sees this clinic as a model for the future and is working to bring together partners in the region to secure its success. 

“This service responds to a need expressed by Eastern Ontario residents. It helps reduce pressure in our healthcare system, especially given the lack of resources in primary care. In addition to consultations with Nurse Practitioners, it allows patients who don’t have a family doctor to get referrals for simple tests like blood tests and X-rays, without congesting hospital emergency rooms. It allows patients who can’t get an appointment with their doctor or NP to renew a prescription, discuss a new health problem or get advice on managing a chronic condition,” explains Étienne Grandmaitre Saint-Pierre, Primary Care Manager at CSCE.

After each consultation, a report is sent to the family physician or primary care provider. The Nurse Practitioner has limited access to a patient’s file, including reports, tests and imaging results. Organizations such as the Hawkesbury and District General Hospital and the United Counties of Prescott-Russell Emergency Services see this service as an asset for the region. 

Enthusiastic partners

“It’s a win-win project that has the potential to help relieve pressure in Emergency departments. No one likes waiting in the ER, and most of the time, people come here because they need medical care and have no other options. This virtual care clinic is a game changer. It’s a much more humane and faster way of treating less urgent cases, and it’s a very efficient use of resources.” - Frédéric Beauchemin, CEO, Hawkesbury and District General Hospital (HGH)

Community paramedics are another important link in the healthcare system, as they already visit people at home for post-operative follow-ups and chronic conditions, among other things. However, as they cannot prescribe medication, they often have to remotely consult a physician or a nurse practitioner to avoid transporting the patient to the emergency department. The ERVCC this clinic improves access to consultations. 

“Now, we can team up with the Nurse Practitioner at the East Region Virtual Care Clinic. In some cases, they may ask us to go and do a physical assessment of the patient. For our part, while visiting a patient, we can ask the nurse to write a prescription, for antibiotics for example, enabling us to administer the medication right away. This would save the patient a trip to the emergency room. And as it saves time and costs less, the entire healthcare system wins with this approach.” - Véronique Legault, Deputy Chief, Community Paramedicine and Special Projects, Prescott-Russell Emergency Services