[{"data":1,"prerenderedAt":1035},["ShallowReactive",2],{"commonen":3,"sb-page-en-resources/topics/technology":268,"sb-collection-cat-en-resources-5-9-{\"topics\":{\"in\":\"731ba20c-b343-4fbd-b412-da5f433c3cc3\"}}":317},{"globals":-1,"resourcesCategories":4},["Reactive",5],{"topics":6,"audience":113,"type":163,"regional":183,"programType":206,"format":228,"eventType":229,"updateType":244,"employeeTagType":259},[7,17,24,31,38,45,54,61,68,75,83,90,97,105],{"id":8,"slug":9,"title":10,"tooltip":11,"shortName":16},"ebc0404e-2d82-4308-adf1-89c1a06750f5","hospital-harm","Hospital harm",{"type":12,"content":13},"doc",[14],{"type":15},"paragraph","",{"id":18,"slug":19,"title":20,"tooltip":21,"shortName":16},"fda74309-2934-4763-91d0-623be56f6dae","pandemic-response","Pandemic response",{"type":12,"content":22},[23],{"type":15},{"id":25,"slug":26,"title":27,"tooltip":28,"shortName":16},"731ba20c-b343-4fbd-b412-da5f433c3cc3","technology","Technology",{"type":12,"content":29},[30],{"type":15},{"id":32,"slug":33,"title":34,"tooltip":35,"shortName":16},"7c337fd8-a1db-4958-82bb-1c161491e0af","patient-engagement","Patient engagement",{"type":12,"content":36},[37],{"type":15},{"id":39,"slug":40,"title":41,"tooltip":42,"shortName":16},"ee3eb162-d375-4435-a721-cef65b6ca9d9","policy","Policy",{"type":12,"content":43},[44],{"type":15},{"id":46,"slug":47,"title":48,"tooltip":49,"shortName":16},"f3a1127a-c8bd-4c8f-9897-ea26dd756bdd","health-equity","Health equity",{"type":12,"content":50},[51],{"type":15,"attrs":52},{"textAlign":53},null,{"id":55,"slug":56,"title":57,"tooltip":58,"shortName":16},"03da87c9-81bf-43ed-842d-70d46135a3f7","value-based-care","Value-based care",{"type":12,"content":59},[60],{"type":15},{"id":62,"slug":63,"title":64,"tooltip":65,"shortName":16},"f6d48d07-4fff-4746-a299-309770762992","first-nations-inuit-and-metis-priorities","First Nations, Inuit and Métis priorities",{"type":12,"content":66},[67],{"type":15},{"id":69,"slug":70,"title":71,"tooltip":72,"shortName":16},"c3aff865-c637-4fb2-98b8-226312d9123a","aging-in-place","Aging in place",{"type":12,"content":73},[74],{"type":15},{"id":76,"slug":77,"title":78,"tooltip":79,"shortName":16},"29f68b94-07a1-481f-8b76-8d6863f16566","patient-safety","Patient safety",{"type":12,"content":80},[81],{"type":15,"attrs":82},{"textAlign":53},{"id":84,"slug":85,"title":86,"tooltip":87,"shortName":16},"e25206d8-8359-493f-b7b3-9c997a6f9d9b","health-workforce","Health workforce",{"type":12,"content":88},[89],{"type":15},{"id":91,"slug":92,"title":93,"tooltip":94,"shortName":16},"a7155a6b-90f8-4226-94c3-c578d1471a52","cultural-safety","Cultural Safety",{"type":12,"content":95},[96],{"type":15},{"id":98,"slug":99,"title":100,"tooltip":101,"shortName":16},"c2209086-26d0-49e0-b219-9729e6dffc22","primary-and-community-care","Primary and community care",{"type":12,"content":102},[103],{"type":15,"attrs":104},{"textAlign":53},{"id":106,"slug":107,"title":108,"tooltip":109,"shortName":16},"dfe12160-9f94-4cc2-99ef-30773d0829d5","long-term-care","Long-term care",{"type":12,"content":110},[111],{"type":15,"attrs":112},{"textAlign":53},[114,121,128,135,142,149,156],{"id":115,"slug":116,"title":117,"tooltip":118,"shortName":16},"000cf75f-2e05-4bd3-a9b7-4bf20c5e6fc5","community-organization","Community organization",{"type":12,"content":119},[120],{"type":15},{"id":122,"slug":123,"title":124,"tooltip":125,"shortName":16},"0e05a490-d9f0-4cf7-8cc9-216d6554989c","people-with-lived-living-experience","Person with lived/living experience",{"type":12,"content":126},[127],{"type":15},{"id":129,"slug":130,"title":131,"tooltip":132,"shortName":16},"2cf95539-4f34-458d-a047-56c9dc2da53d","point-of-care-provider","Point of care provider",{"type":12,"content":133},[134],{"type":15},{"id":136,"slug":137,"title":138,"tooltip":139,"shortName":16},"86f97179-4380-431e-ab06-2706b1c8f2d9","policy-advisor-or-analyst","Policy advisor or analyst",{"type":12,"content":140},[141],{"type":15},{"id":143,"slug":144,"title":145,"tooltip":146,"shortName":16},"e38cf314-1f29-478d-9c26-4ca1006f5812","healthcare-leader","Healthcare leader",{"type":12,"content":147},[148],{"type":15},{"id":150,"slug":151,"title":152,"tooltip":153,"shortName":16},"ec852192-bb35-42bf-93be-705d65c56c76","quality-or-safety-improvement-lead","Quality or safety improvement lead",{"type":12,"content":154},[155],{"type":15},{"id":157,"slug":158,"title":159,"tooltip":160,"shortName":16},"a3f7559a-74e8-43da-9690-29616f5bf0f3","student","Student",{"type":12,"content":161},[162],{"type":15},[164,169,173,178],{"id":165,"slug":166,"title":167,"tooltip":16,"shortName":168},"cddd560c-81d2-4865-adb6-cc04420aa8fb","on-demand-webinars","On-demand webinars ","Webinars",{"id":170,"slug":171,"title":172,"tooltip":16,"shortName":16},"ef367cb8-3b7d-401d-ad2d-c7c24e9772d0","reports","Reports",{"id":174,"slug":175,"title":176,"tooltip":16,"shortName":177},"4f42dc6d-7f83-4f7a-ac0f-76b7fe7d2b25","guides-toolkits-frameworks","Guides, Toolkits & Frameworks","Guides & Toolkit",{"id":179,"slug":180,"title":181,"tooltip":16,"shortName":182},"e1d5bd1d-21e3-4a2a-9166-c95f4fd1487b","case-studies-and-promising-practices","Case Studies and Promising Practices","Case study",[184,191,199],{"id":185,"slug":186,"title":187,"tooltip":188,"shortName":16},"f3c3ffc4-e42b-4629-be78-8d554a3c6a60","remote","Remote",{"type":12,"content":189},[190],{"type":15},{"id":192,"slug":193,"title":194,"tooltip":195,"shortName":16},"6cc8c6b3-906d-43fb-8d14-bcad45583ebc","rural","Rural",{"type":12,"content":196},[197],{"type":15,"attrs":198},{"textAlign":53},{"id":200,"slug":201,"title":202,"tooltip":203,"shortName":16},"12a19edc-d1fe-46aa-b247-cad08621fcdb","urban","Urban",{"type":12,"content":204},[205],{"type":15},[207,214,221],{"id":208,"slug":209,"title":210,"tooltip":211,"shortName":16},"cdb22f45-79d9-443c-9fd6-327b5d57f43e","patient-partnerships-and-engagement","Patient Partnerships and Engagement",{"type":12,"content":212},[213],{"type":15},{"id":215,"slug":216,"title":217,"tooltip":218,"shortName":16},"00e891cd-7805-487f-a0a5-e135d6c451ea","e-learning","E-learning ",{"type":12,"content":219},[220],{"type":15},{"id":222,"slug":223,"title":224,"tooltip":225,"shortName":16},"49246508-5dd9-40ec-9512-7f4f0817f014","facilitated-programs","Facilitated Programs",{"type":12,"content":226},[227],{"type":15},[],[230,237],{"id":231,"slug":232,"title":233,"tooltip":234,"shortName":16},"b847d999-38e0-47c9-9e04-4cae376493bc","webinar","Webinar",{"type":12,"content":235},[236],{"type":15},{"id":238,"slug":239,"title":240,"tooltip":241,"shortName":16},"89b73ff0-cea7-4362-a6a3-69e9c371890f","events","Events",{"type":12,"content":242},[243],{"type":15},[245,252],{"id":246,"slug":247,"title":248,"tooltip":249,"shortName":16},"b662c26e-fd41-473b-a2fd-ba25f2369050","blogs","Blogs",{"type":12,"content":250},[251],{"type":15},{"id":253,"slug":254,"title":255,"tooltip":256,"shortName":16},"c9fe4371-04c1-4ee9-85b0-0de39efae772","news","News",{"type":12,"content":257},[258],{"type":15},[260,264],{"id":261,"slug":262,"title":263,"tooltip":16,"shortName":16},"64559fec-0310-4102-8ffa-cb7d93e907dc","vice-chair","Vice-Chair",{"id":265,"slug":266,"title":267,"tooltip":16,"shortName":16},"28ee14ad-994e-48cc-98e6-c61456328689","chair","Chair",{"story":269,"cv":306,"rels":307,"links":308,"assets":309},{"name":27,"created_at":270,"published_at":271,"updated_at":272,"id":273,"uuid":274,"content":275,"slug":26,"full_slug":293,"sort_by_date":53,"position":294,"tag_list":295,"is_startpage":285,"parent_id":296,"meta_data":53,"group_id":297,"first_published_at":298,"release_id":53,"lang":299,"path":53,"alternates":300,"default_full_slug":293,"translated_slugs":301},"2026-02-19T23:28:53.890Z","2026-02-21T18:04:27.501Z","2026-02-21T18:04:27.515Z",146858532473020,"2cd2d54b-c971-4867-91ce-2d5ee46cbe35",{"seo":16,"_uid":276,"hero":277,"type":16,"topic":25,"Noindex":291,"component":292},"8519bd60-1dd0-44a4-be7b-84b9570f9813",[278],{"_uid":279,"image":280,"title":286,"component":287,"description":288},"5ecad988-6204-4f31-9304-0e945683837b",{"id":281,"alt":16,"name":16,"focus":16,"title":16,"source":16,"filename":282,"copyright":16,"fieldtype":283,"meta_data":284,"is_external_url":285},139012135884161,"https://a-ca.storyblok.com/f/850807391887861/1543x1027/46c7e6c48c/shapes-2.webp","asset",{},false,"Resources: Technology","hero-level-2",{"type":12,"content":289},[290],{"type":15},true,"hec-page-resource-hub-cat","resources/topics/technology",-30,[],109647067522966,"da0896a0-9b3d-46b1-bbc9-eb17a547ec24","2026-02-19T23:29:15.757Z","default",[],[302],{"path":303,"name":304,"lang":305,"published":291},"ressources/sujets/technologie","Technologie","fr",1783628400,[],[],[310],{"id":281,"alt":16,"content_length":311,"content_type":312,"copyright":16,"created_at":313,"deleted_at":53,"focus":16,"is_private":285,"title":16,"updated_at":314,"s3_filename":315,"meta_data":316},22174,"image/webp","2026-01-28T19:21:49.733Z","2026-01-28T19:21:50.335Z","f/850807391887861/1543x1027/46c7e6c48c/shapes-2.webp",{},{"stories":318,"total":1034},[319,741],{"name":320,"created_at":321,"published_at":322,"updated_at":323,"id":324,"uuid":325,"content":326,"slug":729,"full_slug":730,"sort_by_date":53,"position":731,"tag_list":732,"is_startpage":285,"parent_id":733,"meta_data":53,"group_id":734,"first_published_at":735,"release_id":53,"lang":299,"path":53,"alternates":736,"default_full_slug":730,"translated_slugs":737},"Health Link 811: Supporting Rural and Remote Communities with Virtual Rehabilitation Services","2026-06-26T19:47:43.650Z","2026-07-09T14:02:34.988Z","2026-07-09T14:02:35.023Z",191748766355817,"3e74deea-968d-4bc4-80cb-2a1b44507039",{"new":285,"seo":327,"_uid":332,"hero":333,"type":179,"topics":362,"Noindex":285,"content":363,"audience":726,"duration":16,"regional":727,"component":728},{"_uid":328,"title":329,"plugin":330,"og_image":16,"og_title":16,"description":331,"twitter_image":16,"twitter_title":16,"og_description":16,"twitter_description":16},"7f2b5394-ec79-4662-b179-4ab296cd9038","Promising Practices | Health Link 811: Supporting Rural and Remote Communities with Virtual Rehabilitation Services","seo_metatags","This initiative’s goal was to utilize virtual technology to triage, assess and treat eligible patients and leverage therapy assistant in-person support within the patient’s home community, thereby reducing waitlists and improving health outcomes.","87150b39-abc5-4c4b-ab3e-4cd1df993206",[334],{"_uid":335,"file":336,"image":337,"title":320,"format":339,"component":342,"description":343,"key_learning":356,"prerequisite":359},"5bf9bc73-c1bf-4a44-bec6-f7537b989c20",[],{"id":281,"alt":16,"name":16,"focus":16,"title":16,"source":16,"filename":282,"copyright":16,"fieldtype":283,"meta_data":338,"is_external_url":285},{},{"type":12,"content":340},[341],{"type":15},"hero-resource",{"type":12,"content":344},[345],{"type":15,"attrs":346,"content":347},{"textAlign":53},[348],{"text":349,"type":350,"marks":351},"Through a 12-month collaborative program HEC supported 39 teams across Canada to develop a functional framework for determining when and how virtual care could be used appropriately, safely and equitably in their unique care settings, fostering partnerships with patients, families and communities for effective healthcare delivery.","text",[352],{"type":353,"attrs":354},"textStyle",{"color":355},"#000000",{"type":12,"content":357},[358],{"type":15},{"type":12,"content":360},[361],{"type":15},[46,76,25,32,98],[364,675,704],{"id":16,"_uid":365,"content":366,"component":674},"1c526c46-aaca-4d13-9204-87552613bf4a",[367],{"_uid":368,"content":369,"component":673},"28a7005a-28ab-40e5-b152-d872fa80a0b2",{"type":12,"content":370},[371,379,386,419,425,429,435,455,460,465,470,474,479,484,489,494,499,504,509,546,551,556,561,612,617,640,645,668],{"type":15,"attrs":372,"content":373},{"textAlign":53},[374],{"text":375,"type":350,"marks":376},"Virtual care is growing rapidly across the country, as more primary care providers use technology to deliver healthcare. Healthcare Excellence Canada (HEC) launched an initiative to help care providers and patients work together to ensure virtual care is provided in an appropriate, safe and equitable way.",[377],{"type":353,"attrs":378},{"color":355},{"type":380,"attrs":381,"content":383},"heading",{"level":382,"textAlign":53},2,[384],{"text":385,"type":350},"About this Promising Practice",{"type":387,"content":388},"bullet_list",[389,412],{"type":390,"content":391},"list_item",[392],{"type":15,"attrs":393,"content":394},{"textAlign":53},[395,397],{"text":396,"type":350},"Program: ",{"text":398,"type":350,"marks":399},"Partnering on Appropriate Virtual Care",[400],{"type":401,"attrs":402},"link",{"href":403,"uuid":404,"anchor":53,"custom":405,"target":406,"linktype":407,"story":408},"/programs/partnering-on-appropriate-virtual-care","b225212b-02dc-4fc8-903d-e34b8ce5ce8e",{},"_self","story",{"name":398,"id":409,"uuid":404,"slug":410,"url":411,"full_slug":411,"_stopResolving":291},123451181208761,"partnering-on-appropriate-virtual-care","programs/partnering-on-appropriate-virtual-care",{"type":390,"content":413},[414],{"type":15,"attrs":415,"content":416},{"textAlign":53},[417],{"text":418,"type":350},"Location: Alberta",{"type":380,"attrs":420,"content":422},{"level":421,"textAlign":53},3,[423],{"text":424,"type":350},"Health Link 811 - Alberta Health Services",{"type":15,"attrs":426,"content":427},{"textAlign":53},[428],{"text":331,"type":350},{"type":380,"attrs":430,"content":432},{"level":431,"textAlign":53},4,[433],{"text":434,"type":350},"For more information:",{"type":15,"attrs":436,"content":437},{"textAlign":53},[438,440,442,444,445,447,448],{"text":439,"type":350},"Kira Ellis",{"type":441},"hard_break",{"text":443,"type":350},"Program Manager",{"type":441},{"text":446,"type":350},"Health Link 811 – Alberta Health Services",{"type":441},{"text":449,"type":350,"marks":450},"kira.ellis@ahs.ca",[451],{"type":401,"attrs":452},{"href":453,"uuid":53,"anchor":53,"custom":53,"target":406,"linktype":454},"mailto:kira.ellis@ahs.ca","url",{"type":15,"attrs":456,"content":457},{"textAlign":53},[458],{"text":459,"type":350},"With a shortage of rehabilitation providers in rural and remote communities across Alberta, Health Link 811 implemented virtual care innovations to triage, assess and treat patients in need of occupational therapy (OT) and physical therapy (PT) support appropriate for virtual care. This promising practice aimed to adapt an existing virtual care framework from other communities to enhance access, ensure equitable care and to deliver safe and effective services through a collaborative partnership between virtual providers and local healthcare teams. By leveraging virtual solutions, the Health Link 811 Rehabilitation Advice Line team was able to serve more patients, alleviate the workload on contracted OT services and local providers, and address urgent referrals efficiently.",{"type":380,"attrs":461,"content":462},{"level":421,"textAlign":53},[463],{"text":464,"type":350},"Objective and purpose of the promising practice",{"type":15,"attrs":466,"content":467},{"textAlign":53},[468],{"text":469,"type":350},"Rural communities, including High Level, La Crete and Fort Vermillion, face a critical shortage of rehabilitation services due to prolonged vacancies of key positions. Long waitlists for OT (n=30+) and PT (n=500+) services are exacerbated by broader clinician shortages in Alberta. Health Link’s 811 virtual care solutions aimed to support community rehabilitation patients by providing OT and PT services remotely.",{"type":15,"attrs":471,"content":472},{"textAlign":53},[473],{"text":331,"type":350},{"type":380,"attrs":475,"content":476},{"level":421,"textAlign":53},[477],{"text":478,"type":350},"Approach",{"type":380,"attrs":480,"content":481},{"level":431,"textAlign":53},[482],{"text":483,"type":350},"Engagement",{"type":15,"attrs":485,"content":486},{"textAlign":53},[487],{"text":488,"type":350},"Health Link’s 811 Rehabilitation and Advice Line staff engaged with patients early through shared decision-making, providing information about virtual rehabilitation services and offering options for virtual appointments. This early introduction allowed for conversations with patients to determine the feasibility and appropriateness of virtual care for each patient.",{"type":15,"attrs":490,"content":491},{"textAlign":53},[492],{"text":493,"type":350},"Additionally, engaging therapy assistants in pilot cases in rural and remote communities proved essential. These assistants offered critical support services virtually, ensuring safety of the patient, reducing the burden on teams and enhancing patient satisfaction.",{"type":380,"attrs":495,"content":496},{"level":431,"textAlign":53},[497],{"text":498,"type":350},"Outcomes",{"type":15,"attrs":500,"content":501},{"textAlign":53},[502],{"text":503,"type":350},"At the time of project implementation at the beginning of April 2023, there were over 30 people on the OT waitlist and over 500 people on the PT waitlist. As of January 2024, 308 of these patients were reached. The virtual rehabilitation services led to the elimination of the OT waitlist by October 2023, with all new referrals assessed and managed within the acceptable time frame of 1-2 weeks. The PT waitlist was reduced by over 50 percent, with 227 referrals remaining by January 15, 2024, and a goal to address the remaining waitlist in the coming year.",{"type":15,"attrs":505,"content":506},{"textAlign":53},[507],{"text":508,"type":350},"Patient feedback was gathered through 112 completed Telehealth Usability Questionnaire (TUQ) surveys which indicated the following:",{"type":387,"content":510},[511,518,525,532,539],{"type":390,"content":512},[513],{"type":15,"attrs":514,"content":515},{"textAlign":53},[516],{"text":517,"type":350},"84% felt virtual health (e.g. Zoom, telephone care) provided for their healthcare needs (n=94).",{"type":390,"content":519},[520],{"type":15,"attrs":521,"content":522},{"textAlign":53},[523],{"text":524,"type":350},"87% felt virtual health (e.g. Zoom, telephone care) improved access to healthcare services (n=97)",{"type":390,"content":526},[527],{"type":15,"attrs":528,"content":529},{"textAlign":53},[530],{"text":531,"type":350},"86% felt it was simple to use Virtual health (e.g. Zoom, telephone care) (n=96)",{"type":390,"content":533},[534],{"type":15,"attrs":535,"content":536},{"textAlign":53},[537],{"text":538,"type":350},"91% felt they can easily talk to the clinician using virtual health (e.g. Zoom, telephone care) (n=102)",{"type":390,"content":540},[541],{"type":15,"attrs":542,"content":543},{"textAlign":53},[544],{"text":545,"type":350},"92% felt they were satisfied overall with virtual health (e.g. Zoom, telephone care) (n=103)",{"type":15,"attrs":547,"content":548},{"textAlign":53},[549],{"text":550,"type":350},"While not an initial objective, an unexpected outcome was improved workplace culture. Existing relationships and positive outcomes contributed to the project’s success.",{"type":380,"attrs":552,"content":553},{"level":421,"textAlign":53},[554],{"text":555,"type":350},"Impacts and learnings",{"type":380,"attrs":557,"content":558},{"level":431,"textAlign":53},[559],{"text":560,"type":350},"Key takeaways",{"type":387,"content":562},[563,570,577,584,591,598,605],{"type":390,"content":564},[565],{"type":15,"attrs":566,"content":567},{"textAlign":53},[568],{"text":569,"type":350},"Initially piloted in 2021, existing relationships facilitated managers’ openness to virtual rehabilitation.",{"type":390,"content":571},[572],{"type":15,"attrs":573,"content":574},{"textAlign":53},[575],{"text":576,"type":350},"Patients were generally indifferent between virtual and in-person care, provided their needs were met.",{"type":390,"content":578},[579],{"type":15,"attrs":580,"content":581},{"textAlign":53},[582],{"text":583,"type":350},"Insights from patients highlighted that virtual care may not be suitable for everyone, such as those with specific rehabilitation needs.",{"type":390,"content":585},[586],{"type":15,"attrs":587,"content":588},{"textAlign":53},[589],{"text":590,"type":350},"Patients adapted quickly to new approaches, making follow-ups simpler.",{"type":390,"content":592},[593],{"type":15,"attrs":594,"content":595},{"textAlign":53},[596],{"text":597,"type":350},"Virtual care complements rather than replaces in-person care, serving as a method of delivering care in certain communities.",{"type":390,"content":599},[600],{"type":15,"attrs":601,"content":602},{"textAlign":53},[603],{"text":604,"type":350},"Virtual care’s process-heavy nature requires workflow adjustments to improve efficiency.",{"type":390,"content":606},[607],{"type":15,"attrs":608,"content":609},{"textAlign":53},[610],{"text":611,"type":350},"Real-time improvements enabled better wait-list management and reduced staff stress levels.",{"type":380,"attrs":613,"content":614},{"level":431,"textAlign":53},[615],{"text":616,"type":350},"Facilitators",{"type":387,"content":618},[619,626,633],{"type":390,"content":620},[621],{"type":15,"attrs":622,"content":623},{"textAlign":53},[624],{"text":625,"type":350},"Access to experienced rehabilitation staff and open communications between in-person teams.",{"type":390,"content":627},[628],{"type":15,"attrs":629,"content":630},{"textAlign":53},[631],{"text":632,"type":350},"Willingness and open-mindedness of all teams to support the project.",{"type":390,"content":634},[635],{"type":15,"attrs":636,"content":637},{"textAlign":53},[638],{"text":639,"type":350},"Strong administrative support in communities, aiding early workflow development.",{"type":380,"attrs":641,"content":642},{"level":431,"textAlign":53},[643],{"text":644,"type":350},"Barriers",{"type":387,"content":646},[647,654,661],{"type":390,"content":648},[649],{"type":15,"attrs":650,"content":651},{"textAlign":53},[652],{"text":653,"type":350},"Significant orientation was required due to numerous electronic records systems.",{"type":390,"content":655},[656],{"type":15,"attrs":657,"content":658},{"textAlign":53},[659],{"text":660,"type":350},"Unexpected staff absences left gaps in managing referrals.",{"type":390,"content":662},[663],{"type":15,"attrs":664,"content":665},{"textAlign":53},[666],{"text":667,"type":350},"Administrative burdens included policy reviews, training for new hires and refining the triage process.",{"type":15,"attrs":669,"content":670},{"textAlign":53},[671],{"text":672,"type":350},"The implementation of virtual care innovations by Health Link 811 has reduced waitlists and enhanced access to rehabilitation services in rural and remote communities across Alberta. By addressing clinician shortages and long waitlists, this initiative demonstrated the potential of virtual care to deliver equitable, safe and effective therapy services.","simple-richtext","wysiwyg-program",{"id":16,"_uid":676,"items":677,"component":703},"f3eb361a-60a1-492d-9570-accbe46c52f5",[678],{"_uid":679,"link":680,"image":688,"title":398,"component":692,"description":693},"9258dda1-b788-456e-b45a-bed81d78b55b",[681],{"_uid":682,"link":683,"label":686,"component":687},"d6597f37-8d3e-47ba-8a14-5771e0a199e8",{"id":404,"url":16,"linktype":407,"fieldtype":684,"cached_url":411,"story":685},"multilink",{"name":398,"id":409,"uuid":404,"slug":410,"url":411,"full_slug":411,"_stopResolving":291},"Learn more","simple-link",{"id":689,"alt":16,"name":16,"focus":16,"title":16,"source":16,"filename":690,"copyright":16,"fieldtype":283,"meta_data":691,"is_external_url":285},133280858670148,"https://a-ca.storyblok.com/f/850807391887861/2001x1418/62bcbdf504/pavc-progran.webp",{},"image-text-colored-item",{"type":12,"content":694},[695],{"type":15,"attrs":696,"content":697},{"textAlign":53},[698],{"text":699,"type":350,"marks":700},"Partnering on Appropriate Virtual Care supported primary care practices, organizations and multidisciplinary teams from across Canada to work in partnership with the patients, families, caregivers and communities they supported to determine when and how virtual care should be used in their unique healthcare settings.",[701],{"type":353,"attrs":702},{"color":355},"image-text-colored",{"id":16,"cta":705,"_uid":714,"items":715,"title":724,"component":725},[706],{"_uid":707,"link":708,"label":713,"component":687},"c57557a1-3e17-4099-99a2-1640d43d9acc",{"id":709,"url":16,"linktype":407,"fieldtype":684,"cached_url":710,"story":711},"e0be491f-ca08-4c0d-b50a-1350199cbec1","resources/types/case-studies-and-promising-practices",{"name":181,"id":712,"uuid":709,"slug":180,"url":710,"full_slug":710,"_stopResolving":291},146842978867385,"See all Promising Practices","ab32a983-c5e1-4ed0-9145-90cda34713d8",[716,717,718,719,720,721,722,723],"6b0d5d08-3be0-4160-a604-8956d35f62ea","1e0af28b-3468-4f8e-87ab-44da38601a60","73c3073a-588a-4476-8f20-b701c4c69b6f","8c1877f6-3caa-4de0-abeb-cf8c1459ab44","e712871a-bb83-43cf-83ee-db97b7517711","f7cf73b8-971a-4b96-b3cf-e69272566114","bbe15f3a-338b-4646-985b-caf868c1ba01","1f0eff40-e4a7-4ee4-9033-22985a81fb5d","Related Promising Practices","slider-redirection",[115,143,122,129,150],[185,192,200],"hec-page-resource-single","health-link-811-supporting-rural-and-remote-communities-with-virtual-rehabilitation-services","resources/health-link-811-supporting-rural-and-remote-communities-with-virtual-rehabilitation-services",-20470,[],103604225865405,"336eea50-761f-4a93-b331-ca46b8d66cad","2026-06-30T17:45:26.681Z",[],[738],{"path":739,"name":740,"lang":305,"published":291},"ressources/health-link-811-supporting-rural-and-remote-communities-with-virtual-rehabilitation-services-optimisation-des-processus-pour-la-prestation-de-soins-virtuels-normalises-et-appropries","Optimisation des processus pour la prestation de soins virtuels normalisés et appropriés",{"name":742,"created_at":743,"published_at":744,"updated_at":745,"id":746,"uuid":716,"content":747,"slug":1024,"full_slug":1025,"sort_by_date":53,"position":1026,"tag_list":1027,"is_startpage":285,"parent_id":733,"meta_data":53,"group_id":1028,"first_published_at":1029,"release_id":53,"lang":299,"path":53,"alternates":1030,"default_full_slug":1025,"translated_slugs":1031},"Optimizing Workflows to Deliver Standardized and Appropriate Virtual Care","2026-06-26T19:34:51.217Z","2026-07-09T13:52:37.578Z","2026-07-09T13:52:37.600Z",191745602462055,{"new":285,"seo":748,"_uid":332,"hero":751,"type":179,"topics":774,"Noindex":285,"content":775,"audience":1022,"duration":16,"regional":1023,"component":728},{"_uid":328,"title":749,"plugin":330,"og_image":16,"og_title":16,"description":750,"twitter_image":16,"twitter_title":16,"og_description":16,"twitter_description":16},"Promising Practices | Optimizing Workflows to Deliver Standardized and Appropriate Virtual Care","The Alberta Indigenous Virtual Care Clinic provides essential virtual primary care services to individuals and families that self-identify as First Nations, Inuit and Métis.",[752],{"_uid":335,"file":753,"image":754,"title":742,"format":756,"component":342,"description":759,"key_learning":768,"prerequisite":771},[],{"id":281,"alt":16,"name":16,"focus":16,"title":16,"source":16,"filename":282,"copyright":16,"fieldtype":283,"meta_data":755,"is_external_url":285},{},{"type":12,"content":757},[758],{"type":15},{"type":12,"content":760},[761],{"type":15,"attrs":762,"content":763},{"textAlign":53},[764],{"text":349,"type":350,"marks":765},[766],{"type":353,"attrs":767},{"color":355},{"type":12,"content":769},[770],{"type":15},{"type":12,"content":772},[773],{"type":15},[46,76,25,32,98],[776,993,1014],{"id":16,"_uid":365,"content":777,"component":674},[778],{"_uid":368,"content":779,"component":673},{"type":12,"content":780},[781,788,792,812,817,822,827,834,852,857,863,868,874,880,885,891,896,902,908,938,944,953,959,989],{"type":15,"attrs":782,"content":783},{"textAlign":53},[784],{"text":375,"type":350,"marks":785},[786],{"type":353,"attrs":787},{"color":355},{"type":380,"attrs":789,"content":790},{"level":382,"textAlign":53},[791],{"text":385,"type":350},{"type":387,"content":793},[794,806],{"type":390,"content":795},[796],{"type":15,"attrs":797,"content":798},{"textAlign":53},[799,800],{"text":396,"type":350},{"text":398,"type":350,"marks":801},[802],{"type":401,"attrs":803},{"href":403,"uuid":404,"anchor":53,"custom":804,"target":406,"linktype":407,"story":805},{},{"name":398,"id":409,"uuid":404,"slug":410,"url":411,"full_slug":411,"_stopResolving":291},{"type":390,"content":807},[808],{"type":15,"attrs":809,"content":810},{"textAlign":53},[811],{"text":418,"type":350},{"type":380,"attrs":813,"content":814},{"level":421,"textAlign":53},[815],{"text":816,"type":350},"First Nations Technical Services Advisory Group",{"type":15,"attrs":818,"content":819},{"textAlign":53},[820],{"text":821,"type":350},"The primary goal of this initiative was to address inconsistent communication and triaging between patients and medical office assistants, which led to varied patient experiences and an unstandardized approach to meeting patient and provider needs.",{"type":15,"attrs":823,"content":824},{"textAlign":53},[825],{"text":826,"type":350},"The Alberta Indigenous Virtual Care Clinic’s initiative showcases the power of collaborative workflow redesign in enhancing access to care and standardizing patient experiences, ultimately leading to better outcomes for Indigenous communities.",{"type":380,"attrs":828,"content":829},{"level":431,"textAlign":53},[830],{"text":434,"type":350,"marks":831},[832],{"type":833},"bold",{"type":15,"attrs":835,"content":836},{"textAlign":53},[837,839,840,842,843,845,846],{"text":838,"type":350},"Michelle Hoeber",{"type":441},{"text":841,"type":350},"eHealth/Clinic manager",{"type":441},{"text":844,"type":350},"First Nations Technical Services Advisory Group (TSAG)",{"type":441},{"text":847,"type":350,"marks":848},"mhoeber@tsag.net",[849],{"type":401,"attrs":850},{"href":851,"uuid":53,"anchor":53,"custom":53,"target":406,"linktype":454},"mailto:mhoeber@tsag.net",{"type":15,"attrs":853,"content":854},{"textAlign":53},[855],{"text":856,"type":350},"The Alberta Indigenous Virtual Care Clinic provides essential virtual primary care services to individuals and families that self-identify as First Nations, Inuit and Métis. To enhance the patient and provider experience, the team has revamped existing workflows to optimize triaging and support for patients and healthcare professionals, resulting in nearly 9,000 patients receiving virtual care in a year. This initiative has involved all clinical staff, leading to a more consistent patient experience, improved provider satisfaction and standardized processes.",{"type":380,"attrs":858,"content":859},{"level":421,"textAlign":53},[860],{"text":464,"type":350,"marks":861},[862],{"type":833},{"type":15,"attrs":864,"content":865},{"textAlign":53},[866],{"text":867,"type":350},"The primary goal of this initiative was to address inconsistent communication and triaging between patients and medical office assistants, which led to varied patient experiences and an unstandardized approach to meeting patient and provider needs. The project focused on refining the booking process to ensure patients were matched with the most appropriate physicians within the clinic or directing patients to the most appropriate external service, thereby improving the overall effectiveness of care through revised triaging workflows.",{"type":380,"attrs":869,"content":870},{"level":421,"textAlign":53},[871],{"text":478,"type":350,"marks":872},[873],{"type":833},{"type":380,"attrs":875,"content":876},{"level":431,"textAlign":53},[877],{"text":483,"type":350,"marks":878},[879],{"type":833},{"type":15,"attrs":881,"content":882},{"textAlign":53},[883],{"text":884,"type":350},"The project team engaged extensively with diverse clinic staff to co-design new workflows. Through meetings, presentations, reports and weekly check-ins, project deliverables were collaboratively developed and piloted. Key partners included medical leads, clinical nurses, the clinic manager, medical office assistants and a patient navigator. Patient feedback was also collected through surveys and interviews to inform workflow design.",{"type":380,"attrs":886,"content":887},{"level":431,"textAlign":53},[888],{"text":498,"type":350,"marks":889},[890],{"type":833},{"type":15,"attrs":892,"content":893},{"textAlign":53},[894],{"text":895,"type":350},"Between 1 February 2023 and 31 January 2024, the implementation of revised workflows has directly benefited almost 9,000 patients and involved all 46 clinic staff members. Notably, 73 percent of clinic patients reported not having a family doctor or nurse practitioner, and although the clinic does not provide family medicine, it has provided increased access to care for these patients until they are under the care of a local family doctor. Creation and sharing of the patient handbook allows the patients to have an understanding of services available and clearer expectations of the clinic. The standardized clinician workflow has resulted in improved communication between staff.",{"type":380,"attrs":897,"content":898},{"level":421,"textAlign":53},[899],{"text":555,"type":350,"marks":900},[901],{"type":833},{"type":380,"attrs":903,"content":904},{"level":431,"textAlign":53},[905],{"text":560,"type":350,"marks":906},[907],{"type":833},{"type":387,"content":909},[910,917,924,931],{"type":390,"content":911},[912],{"type":15,"attrs":913,"content":914},{"textAlign":53},[915],{"text":916,"type":350},"Assumptions that all clinics followed the same process led to varied patient experiences, underscoring the need for collective efforts with medical office assistants to regularly review and improve processes.",{"type":390,"content":918},[919],{"type":15,"attrs":920,"content":921},{"textAlign":53},[922],{"text":923,"type":350},"External support and services should be utilized when necessary.",{"type":390,"content":925},[926],{"type":15,"attrs":927,"content":928},{"textAlign":53},[929],{"text":930,"type":350},"Dedicated planning time is critical for successful improvements.",{"type":390,"content":932},[933],{"type":15,"attrs":934,"content":935},{"textAlign":53},[936],{"text":937,"type":350},"Open communication and a clear implementation process are essential.",{"type":380,"attrs":939,"content":940},{"level":431,"textAlign":53},[941],{"text":616,"type":350,"marks":942},[943],{"type":833},{"type":387,"content":945},[946],{"type":390,"content":947},[948],{"type":15,"attrs":949,"content":950},{"textAlign":53},[951],{"text":952,"type":350},"The success of the project was driven by the evaluation team, the engagement of primary care physicians and medical office assistants and the support of project leads, the clinic manager, clinic coordinator and nurse.",{"type":380,"attrs":954,"content":955},{"level":431,"textAlign":53},[956],{"text":644,"type":350,"marks":957},[958],{"type":833},{"type":387,"content":960},[961,968,975,982],{"type":390,"content":962},[963],{"type":15,"attrs":964,"content":965},{"textAlign":53},[966],{"text":967,"type":350},"Staff and provider experience varied.",{"type":390,"content":969},[970],{"type":15,"attrs":971,"content":972},{"textAlign":53},[973],{"text":974,"type":350},"Availability of the team to meet was limited.",{"type":390,"content":976},[977],{"type":15,"attrs":978,"content":979},{"textAlign":53},[980],{"text":981,"type":350},"Levels of change readiness among team members differed.",{"type":390,"content":983},[984],{"type":15,"attrs":985,"content":986},{"textAlign":53},[987],{"text":988,"type":350},"Competing demands and priorities required significant time management.",{"type":15,"attrs":990,"content":991},{"textAlign":53},[992],{"text":826,"type":350},{"id":16,"_uid":994,"items":995,"component":703},"6239d184-6235-4038-a797-c6435458eea0",[996],{"_uid":997,"link":998,"image":1003,"title":398,"component":692,"description":1005},"6b33a028-48b8-4a5d-8e4a-3828f290762e",[999],{"_uid":1000,"link":1001,"label":686,"component":687},"46810a25-b99c-47bc-9118-ccee83bc9460",{"id":404,"url":16,"linktype":407,"fieldtype":684,"cached_url":411,"story":1002},{"name":398,"id":409,"uuid":404,"slug":410,"url":411,"full_slug":411,"_stopResolving":291},{"id":689,"alt":16,"name":16,"focus":16,"title":16,"source":16,"filename":690,"copyright":16,"fieldtype":283,"meta_data":1004,"is_external_url":285},{},{"type":12,"content":1006},[1007],{"type":15,"attrs":1008,"content":1009},{"textAlign":53},[1010],{"text":699,"type":350,"marks":1011},[1012],{"type":353,"attrs":1013},{"color":355},{"id":16,"cta":1015,"_uid":1020,"items":1021,"title":724,"component":725},[1016],{"_uid":1017,"link":1018,"label":713,"component":687},"39df0977-ea8f-4919-8682-78200bb7f2fb",{"id":709,"url":16,"linktype":407,"fieldtype":684,"cached_url":710,"story":1019},{"name":181,"id":712,"uuid":709,"slug":180,"url":710,"full_slug":710,"_stopResolving":291},"4b252d4b-ce89-4ec8-99b3-4a5af7724c76",[325,717,718,719,720,721,722,723],[115,143,122,129,150],[185,192],"optimizing-workflows-to-deliver-standardized-and-appropriate-virtual-care","resources/optimizing-workflows-to-deliver-standardized-and-appropriate-virtual-care",-20490,[],"b85a9dc3-da69-4529-b72d-11a8ae30f3ad","2026-06-30T17:44:32.983Z",[],[1032],{"path":1033,"name":740,"lang":305,"published":291},"ressources/optimisation-des-processus-pour-la-prestation-de-soins-virtuels-normalises-et-appropries",38,1783628764942]