Virtual care: a design research discovery and strategic futures model for the Canadian healthcare system

Abstract The COVID 19 pandemic necessitated a rapid implementation of virtual care within the Canadian healthcare system generating previously unimagined levels of virtual care uptake and accessibility. The transition to virtual care provided benefits for both patients and providers including a reduction in cost, time saved, and greater protection from infection. However, to date, the system in the Canadian province of Ontario has focussed on ‘replacing’ discrete in-person ‘moments’ of care with digital interactions such as phone and video visits. This design research study contributes to the health design community by incorporating a strategic futures approach to existing discussions surrounding virtual care. Collecting, analyzing and adding patient and primary care provider voices through this design research study provides new insights into virtual care experiential gaps and highlights opportunities for virtual care within primary care modalities. As a result of this new data, and through consultation with stakeholders, a roadmap for future virtual care possibilities in Ontario was developed answering noted needs of patients and providers by extending digital health interactions across a broader spectrum of synchronous and asynchronous care modalities and folding in an amalgam of digital, virtual, and in person connection for patient care experiences.