‘More than just a phone call’: How two nurses in MGH’s Virtual Ward are there for patients throughout their healthcare journeys

As Virtual Ward case managers at Michael Garron Hospital (MGH), Trudy Ryan-Brady and Mary Fitzgerald, both registered nurses, follow patients along their healthcare journeys. Ordinarily, this includes remotely coordinating community care, sharing resources and patient advocacy, among other things, to improve supports at home in an effort to prevent readmission to hospital.

“It’s more than just a phone call,” says Trudy. “We are an active part of the circle of care to escalate health issues so that these patients don’t fall through the cracks.”

Now as part of the hospital’s pandemic response, MGH’s Virtual Ward provided a strong foundation to closely monitor patients with COVID-19 who are recovering at home.

“The difference is that now the patient population has changed,” says Mary. “With COVID-19, there is more acuity, the patients are younger and we are reacting more to the escalation of symptoms.”

The technology in Virtual Ward is different now too.

Through a partnership with Ontario Health (OTN), patients recovering at home are set up with an app to self-monitor and report their symptoms twice per day. Depending on patient responses to the five standardized questions, Trudy and Mary are alerted when follow-up is needed.

Because of their experience working in Virtual Ward for many years, Trudy and Mary know how to ‘dig deep’ to really understand how patients are doing.

“There is so much unknown with COVID-19. Any symptom is a symptom to report,” says Trudy.

They use their clinical judgment to determine if there are different things the patient can do to help their recovery at home and decide with the physician team whether patients should return to the hospital for reassessment. Patients also have the option to direct message them with questions or concerns.

For Mary and Trudy, their positive impact of Virtual Ward brings them great joy.

“Being part of the hospital’s pandemic response and knowing that Virtual Ward is alleviating patient fears – it means so much to me,” says Trudy.

“Patients are so grateful; it’s incredibly rewarding,” says Mary.