An investigation of nursing practices and processes and patient experiences in relation to virtual outpatient clinics in an acute care hospital–considerations for nurse managers ^†

Abstract Objective Nurse-led virtual outpatient clinics are now a familiar component of healthcare delivery across many disciplines, including cancer care, orthopedics, rheumatology, and gastroenterology. However, establishing a nurse-led virtual clinic is challenging for nursing management, particularly regarding resources. We aimed to investigate nursing practices and processes and patient experiences in relation to virtual outpatient clinics. Methods This was a cross-sectional, descriptive study using mixed data collection methods. Patients (n = 324) from 4 specialist clinics completed the Virtual Clinics Patient Satisfaction Questionnaire (VCSQ) survey. Five Nurse Specialists participated in a focus group interview. Results Most participants (86.3%) reported being satisfied/very satisfied with the virtual clinics, particularly those that were nurse-led. Nurse specialists identified electronic health records (EHRs) and additional IT and administrative support as important for efficiency and effectiveness of the clinics. Conclusions Nurse-led virtual clinics can be an effective and efficient way to provide care to patients. Nurse managers need to ensure supportive structures are in place, for example, dedicated administrators, IT support and infrastructure, education/training, and relevant policies/procedures. The success of nurse-led virtual services requires key infrastructure to support nursing staff and sustain this service.