How Holy Cross Health’s new virtual nursing model is revolutionizing care and addressing workforce challenges

Nurses are the heart of health care. Often, the first people to interact with patients, these compassionate caregivers serve as advocates, educators, counselors to families, and act as intermediaries with doctors.

Nursing is America’s most trusted profession, but the demanding nature of the job has been further strained by an ongoing workforce shortage that was exacerbated by Covid-19. According to a nursing workforce analysis, the number of registered nurses decreased by more than 100,000 in 2021 — the largest drop ever observed over the past four decades. The World Health Organization estimates the world will need an additional 9 million nurses and midwives by 2030.

To address this workforce crisis and boost engagement in nursing, Trinity Health rolled out a first-of-its kind care delivery model to create career pathways for nurses at any stage. Trinity Health TogetherTeam Virtual Connected Care™ is operational at many Trinity Health hospitals, including Holy Cross Health hospitals in Maryland.

Maggie Perih, the regional chief nursing officer at Holy Cross Health, believes this new model will appeal to many nurses who have left the profession or are considering an exit. Nurses are the heart of health care. Often, the first people to interact with patients, these compassionate caregivers serve as advocates, educators, counselors to families, and act as intermediaries with doctors.

Maggie Perih, the regional chief nursing officer at Holy Cross Health.

“I’ve been a nurse for 44 years and the nursing shortage isn’t new,” she said. “What is new is that since Covid, the shortage has increased dramatically because many nurses have simply left the profession. But even before the pandemic, we knew there was a need for alternative solutions to increase pathways for nurses to come into health care systems and have the support they need to stay.”

Holy Cross Health operates hospitals in Silver Spring and Germantown. So far, the virtual nursing model is available to 120 beds and 111 more will be added in the fall.

The advantages of the virtual nursing model for patients and caregivers

TogetherTeam is described as a team approach to patient-centered care and uses technology to support direct care staff and increase patient interaction. Patients receiving care through this delivery model can expect to be treated by a direct care registered nurse, an on-site nursing assistant or licensed practical nurse (LPN), along with a registered nurse who virtually accesses the patient’s room remotely.

The team functions as a cohesive and highly connected unit to deliver comprehensive care as part of the overall continuum of care. The virtual nurses are located on local campuses as opposed to an off-site call center and have access to complete medical records. They also have the ability to perform detailed examinations via advanced camera technology. The presence of an experienced virtual nurse provides invaluable mentoring and support to the direct care nurses, especially new graduates.

“This model is helpful to nurses who are new to the profession and often need some help managing difficult situations,” Perih said. “It takes time building experience and critical thinking to respond to many situations and demands. Virtual nurses offer mentoring and coaching to that bedside nurse, adding much needed support while helping to identify changes in conditions early or something a newer nurse may have overlooked, which leads to improved health outcomes. TogetherTeam incorporates caring for the caregiver so the bedside nurse has someone they can rely on to consult and problem solve together.”

The virtual nurses are located on local campuses as opposed to an off-site call center and have access to complete medical records.

The model serves as a key market differentiator that addresses the nursing workforce crisis head-on. It also accommodates caregivers at various stages of their careers, providing a stable and predictable working environment, while helping to build a strong pipeline of professionals to meet future health care needs.

Why one nurse chose the virtual nursing career path

“Nursing is physical, hard work,” Perih said. “When you get to a certain age and are working 12 hours straight in a busy unit, it takes a toll. This provides an avenue for nurses who want to continue working at the bedside but just can’t physically do it anymore.”

A Holy Cross Health nurse who worked in the intensive care unit for many years was having health problems just as the virtual nursing program launched in the fall of 2023. Perih asked her to apply.

“She is so excited to be able to still work as a nurse,” Perih said. “This provided her with a great opportunity to continue to use her clinical skills to help patients, just in a different way.”

How virtual nurses provide comfort to seniors

Under TogetherTeam, if an on-site nurse can’t get to a hospital room, patients can reach out to the virtual nurse for a meaningful video call. If patients and their families have questions after the nurse and physician leave the hospital room, the virtual nurses are available then, too.

“This level of accessibility has become greatly appreciated by the senior population,” Perih said.

“There’s a level of comfort there that someone is keeping an eye on our older patients,” she said. “The hospital can be a scary place and if an elderly person doesn’t have family with them, he or she can feel alone. These patients can reach out to the virtual nurse anytime, while also maintaining their privacy because only the patient can invite the virtual nurse in.”

This was true of a 90-year-old patient who initially was leery of the technology and didn’t want to participate. Once he understood the benefits of the program, he reluctantly agreed.

“After one day, he was so excited he had a virtual nurse,” Perih said. “He told everyone he had the best sleep in a long time because he knew somebody was there to look out for him.”

Learn more about how Holy Cross Health is working to improve the delivery of care to residents of Montgomery and Prince George’s counties.

Holy Cross Health is a Catholic, nonprofit health system that serves the two most populous counties in Maryland — Montgomery and Prince George’s — with a commitment to being the most trusted provider of health care services in the area. Founded in 1963 by the Sisters of the Holy Cross, the health system is a member of Trinity Health of Livonia Michigan.

Laura Newpoff is a freelance writer with The Business Journals Content Studio.