Another pathway to care: the growth of virtual urgent care in Nova Scotia

Born as an innovative solution to rising demand, virtual urgent care has become a go-to lifeline in communities across Nova Scotia.

As it continues to expand, patients and families are seeing the service in action at their local emergency department or urgent treatment centre. Supporting that growth is a provincial team working behind the scenes to strengthen and sustain the service, ensuring it remains consistent, secure and responsive to local needs.

Joanne Sanford, Nova Scotia Health’s director of policy and planning for virtual urgent and emergency care programs, has been involved with the program since its early stages.

“We’ve been very intentional in making sure we have the right people in the right place at the right time,” she shares.

An emergency department nurse by background, Joanne brings her front-line experience to a role that now supports more than 20 sites across the province, working closely with clinical teams, virtual providers and technology partners to keep the service running smoothly.

Virtual urgent care supports non-life-threatening concerns, including infections, minor injuries, aches and some prescription renewals.

“Since 2023, respiratory illnesses have consistently been among the most common reasons patients are accessing the service,” Joanne says.

Once assessed and deemed appropriate for the service, patients meet with a physician or nurse practitioner on screen in a private room, while local healthcare staff remain nearby to provide in-person support throughout the visit. That support can include taking vital signs, collecting samples, arranging tests or helping guide the conversation, ensuring the visit feels structured and supported from start to finish.

“I think what’s important for people to know is they don’t have to manage the technology,” Joanne explains. “There is support from the staff. You’re not left alone to figure it out.”

For rural and smaller communities, the impact of virtual urgent care can be especially meaningful.

“Patients are being seen in their community, especially during the winter when road conditions can make travel difficult,” Joanne says. “It provides another pathway to care when emergency departments are busy or temporarily closed.”

Patients are assessed using the same Canadian Triage and Acuity Scale standards applied in urgent and emergency settings, ensuring they are directed to the most appropriate pathway for care and that clinical decision-making remains consistent across sites.

Follow-up is built into the model. Virtual nursing teams and nurse practitioners review results and connect with patients as needed, ensuring care continues beyond the appointment and that patients are not left wondering about next steps.

“The follow-up is thorough,” Joanne says. “Patients know someone is reviewing their results and reaching out if needed. That peace of mind matters.”

As virtual urgent care continues to expand, Joanne sees it becoming an increasingly important part of how care is delivered across the province, integrated within emergency departments and urgent treatment centres to support patients and healthcare teams and strengthen access across the system.

“This is about improving access,” she says. “It’s secure, it’s supported and it’s helping make sure Nova Scotians are getting the care they need.”
 

Photo of Joanne Sanford.