Victorian Virtual ED (VVED) Evaluation
La Trobe University
The Challenge
Victorian emergency departments (EDs) have faced sustained pressure from rising demand, ambulance ramping, access block, and workforce strain. Patients in regional and rural areas, First Nations communities, and those experiencing homelessness have faced additional barriers to timely, culturally safe care. The COVID-19pandemic further intensified demand, highlighting the need for new models of care that maintain safety, improve equity, and protect ED capacity for the sickest patients.
The Partnership
The Victorian Department of Health and Northern Health partnered with researchers from La Trobe University to evaluate the Victorian Virtual Emergency Department (VVED). This collaboration combined state-wide linked datasets, economic modelling, patient and provider surveys, and co-designed research to provide an independent, comprehensive evaluation of the VVED model.
The Solution
The VVED is a 24/7, statewide, nurse- and doctor-led telehealth service that delivers rapid, patient-centred emergency care. Innovations include:
Digitally Enabled Triage & Diversion: allowing eligible patients to be safely managed virtually rather than attending ED in person.
Equity Pathways: including a First Nations Outreach Nurse model (FNON), Paediatric and Geriatric Emergency Department Initiatives (GEDI), and a dedicated People Experiencing Homelessness (PEH) pathway.
Integration with Ambulance Victoria: ED to Virtual (EDV)diversions supported by nurse navigators to release ambulances sooner.
System-Wide Data Integration: near-real-time data feeds to track diversion rates, outcomes, and safety events.
Recognition & Impact
- The VVED model has been recognised nationally and internationally as a leading example of virtual emergency care innovation.
- Its pioneering approach has contributed to multiple peer-reviewed academic publications on virtual care safety, patient experience, and system impact, positioning Victoria at the forefront of evidence-based digital health research.
- The model has also informed statewide policy development, including virtual care frameworks, emergency care reform strategies, and guidelines for integrating virtual triage and diversion pathways into mainstream health services.
- Internationally, VVED has been highlighted in global digital health forums and conferences as a reference model for scalable virtual emergency services, influencing the design of similar initiatives in other health systems.
Additionally, the insights gained from VVED have shaped broader digital health initiatives, including targeted interventions for culturally and linguistically diverse populations, equity-focused virtual pathways, and innovative service integration strategies that strengthen the capacity and resilience of healthcare systems.
The evaluation demonstrates that the VVED is:
- Safe, Effective, and Sustainable – reducing avoidable ED presentations without compromising patient outcomes.
- Equity-Enhancing – supporting vulnerable populations and improving cultural safety.
- System-Strengthening – freeing critical ED and ambulance resources and reducing access block.
- Future-Focused – providing a scalable, data-driven framework for integrated virtual care across Victoria.
Project Highlights
- Robust Data & Analytics – >315,000 presentations analysed using data.
- Clear Evidence of Safety – >90% of patients managed virtually avoided ED presentation within 48 hours; no signal of excess mortality.
- System Impact – ~10,000 fewer physical ED presentations per month (2024), releasing thousands of cubicle hours and averting ramping events.
- Positive Experience – 89% of patients rated care as good/very good; 90% of providers supported ongoing use of VVED.
- Equity-Focused Innovations – FNON and PEH models improved cultural safety and engagement for priority groups.
- Economic Value – early estimates show efficiency gains through released bed hours and reduced ambulance offload delays.
Contact Person & Details
- Prof. James Boyd, Chair of Digital Health and Innovation, School of Psychology and Public Health, La Trobe University james.boyd@latrobe.edu.au
- Jeff Jones, Director, Innovation Central Melbourne jeffrey.jones@latrobe.edu.au
Spin-off Projects
- Evaluation and development of remote monitoring devices/services to support virtual and integrated models of care