Quebec’s first virtual care programme redefines care, empowering patients and families to heal safely at home with hospital-level support.
The Jewish General Hospital (JGH), part of CIUSSS West-Central Montreal, has pioneered a transformative Virtual Care Program that is reshaping how healthcare is delivered in Quebec. As the first hospital in the province to implement a comprehensive virtual care model, JGH has positioned itself as a leader and innovator, offering scalable solutions that are now being emulated by other institutions across the region.
Launched in early 2022, the Virtual Care Program encompasses three key components: Hospital@Home, Recovery@Home, and a Post-Hospitalisation Phone Line. Together, these initiatives form a continuum of care that extends beyond the hospital walls, ensuring patients receive high-quality, personalised treatment in the comfort of their own homes.
Hospital@Home: A virtual ward in every home
Hospital@Home is the cornerstone of JGH’s virtual care strategy. This programme allows eligible patients to complete their hospitalisation at home while being monitored by a multidisciplinary virtual care team. Patients are equipped with digital tools, such as smartphones, tablets, and wearable IoT devices that transmit vital signs and enable video consultations multiple times a day.
This initiative was born out of necessity during the COVID-19 pandemic but has since evolved into a robust, patient-centred model. Patients are not formally discharged but instead transition into a ‘virtual ward,’ where they remain under hospital care. This approach reduces the risk of hospital-acquired infections, facilitates access to speciality bed space, and enhances recovery by allowing patients to remain in familiar surroundings. The programme has proven especially effective for conditions such as chronic disease, infections, and post-surgical recovery.
Hospital@Home also supports palliative care, enabling patients to spend their final days at home with loved ones while receiving 24/7 monitoring and support. The programme’s success is driven by strong interdepartmental collaboration, lean six sigma methodologies, and agile project management principles.
Recovery@Home: Early discharge with continued support
Building on the success of Hospital@Home, JGH introduced Recovery@Home to facilitate early discharge for patients who are stable but still require monitoring or follow-up. This initiative allows patients awaiting test results or recovering from less acute conditions to continue their care at home, supported by virtual check-ins and nursing follow-up.
Recovery@Home has contributed significantly to reducing hospital length of stay. For example, internal medicine units saw a drop from 13.7 days to ten days, while orthopaedic units reduced stays from six days to just 3.6 days. These reductions not only improve patient outcomes but also optimise hospital resources and reduce strain on healthcare staff.
Patients in Recovery@Home receive tailored care plans and access to our nursing team. The programme is designed to prevent unnecessary readmissions and ensure a smooth transition from hospital to home. With nurses providing outbound wellness checks and targeted assessments, patients continue to feel supported once they leave the hospital. They are also available to address any concerns the patient or family may have once they are back home. Multiple surgical trajectories were developed to allow same-day discharge postoperatively, knowing that a team of trained nurses is following their patients’ evolution.
Post-hospitalisation phone line: Bridging the gap
To further support patients after discharge, JGH offers a dedicated Post-Hospitalisation Phone Line. This 24/7 service, piloted with the orthopaedics department, gives patients and caregivers direct access to clinical advice, helping to address concerns, clarify medication instructions, and manage symptoms that may arise during the first 30 days post-discharge.
The phone line acts as a safety net, reducing anxiety and empowering patients to manage their health proactively. It also serves as a triage tool, allowing clinicians to identify potential complications early and intervene before a hospital visit becomes necessary.
This initiative complements the virtual care model by ensuring continuity and accessibility, especially for vulnerable populations such as the elderly or those with limited mobility.
Innovation and impact
JGH’s Virtual Care Program is supported by the hospital’s award-winning C4 Command Centre, a digital hub that monitors patient flow, staffing, and care trajectories across 33 affiliated facilities. The Command Centre plays a critical role in identifying candidates for virtual care and coordinating their transition from hospital to home.
The programme also leverages artificial intelligence to automate patient screening, ensuring that those most suited for virtual care are identified quickly and efficiently. This innovation reduces clinician workload and expands the programme’s reach.
With its bold vision of ‘Care Everywhere,’ JGH is not only improving patient outcomes but also redefining the future of healthcare delivery in Quebec. Its Virtual Care Program stands as a model of excellence, demonstrating how technology, compassion, and collaboration can come together to create a more resilient and responsive healthcare system.
With over 10,000 bed days saved, the virtual care programme has impacted over 1700 lives. With 95% of patients reporting a clear preference for the Hospital@Home programme over a regular stay in the hospital and 100% of caregivers also recommending the programme, there is a clear and palpable difference being made in their health journey.
Please note, this article will also appear in the 24th edition of our quarterly publication.
