EOC manuscript reference case – Virtual Visit

The Ticino cantonal hospital (Ente Ospedaliero Cantonale EOC) is introducing the Virtual Visit digital service, which allows patients to conveniently have virtual consultations via video conference. This makes healthcare more efficient and ultimately better, and patients only need to go to hospital to undergo physical treatment.

Initial situation and challenge

New working methods were needed during the coronavirus pandemic. This was especially the case in healthcare facilities like the EOC, where direct contact between patients and doctors is essential, and new ways and means had to be found for treatment and care owing to the social distancing rules. The COVID crisis was not only an opportunity to digitize clinical data and treatments, but digitization practically became a necessity during that period.

The EOC initially used iPads for communication between patients, doctors, nurses and family members. But it quickly became clear that healthcare professionals had to be able to see the patients. A video consultation system was needed that could also be integrated into the EOC’s clinical process and hospital information system (HIS).

After an analysis and in consultation with doctors, the EOC defined two use cases: the pre-examination of patients by the anaesthesia service and the continuous monitoring of chronic dialysis patients.

The next step was to find a video consultation system (software) and test it.

The solution

Swiss Post’s “Virtual Visit” solution was exactly what the EOC was looking for. Virtual Visit is a solution for digital doctor’s visits and makes contactless consultations possible. The solution provides a secure environment that allows health professionals and patients to have remote virtual conversations. Virtual Visit meets all security standards and offers maximum protection for data communication. It is web-based and requires no installation of additional clients. It is also easy to use for both doctors and patients. What’s more, the EOC will integrate Virtual Visit into their hospital information system (HIS), offering doctors easy and efficient use.

The EOC uses Virtual Visit for the anaesthesia pre-examination. During the virtual consultation, the preliminary agreement ensures that all relevant information is available when treatment is started. The second use case concerns chronic dialysis patients. The routine check-ups are carried out online. In both cases, information is transmitted quickly and easily, while patients and caregivers reduce the amount of travel to the hospital or patients’ homes.

«Swiss Post has been a competent and trustworthy partner for us for years. Thanks to their Virtual Visit service, we can now carry out routine assessments virtually, which means patients only need to come to us for actual treatment.»

Michele Marazza, Head of Service Analytics, Research & Communication, EOC

Features and benefits

Benefits for patients:
No need to travel
The number of trips for examinations is reduced. For patients who have limited mobility or have a long journey to undertake, unnecessary travel is eliminated.

Consultation notes made available
The doctor can send notes from the conversation to the patient via encrypted e-mail, provided the patient has given their consent.

Benefits for health institutions:
Personal advice also guaranteed digitally
Virtual Visit allows the treatment staff to clarify many of the patients’ minor and bigger concerns virtually just as well as on the premises. For chronically ill patients in particular, more frequent follow-up appointments can be made easily and efficiently thanks to Virtual Visit.

Simple application
The service can be used in modern web browsers without requiring a special client. It can be used by both patients and healthcare professionals, and several doctors can examine patients in it at the same time. This makes optimum use of working time.

Highest security standards (data protection)
Swiss Post’s software meets the highest security standards. Sensitive data such as patients’ health information remain protected.