An approach to evaluating the impact of virtual specialty care: the Veterans Health Administration's clinical resource hub as case study.

Tisdale RL, Burnett K, Rogers M, Nelson K, Heyworth L, Zulman DM. An approach to evaluating the impact of virtual specialty care: the Veterans Health Administration's clinical resource hub as case study. JAMIA open. 2025 Jun 1; 8(3):ooaf038, DOI: 10.1093/jamiaopen/ooaf038.

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Abstract:

OBJECTIVES: Telemedicine for specialty medical care is evolving from a COVID-19 pandemic-era requirement to an option for patients and clinicians alike, requiring evidence to guide optimal use of virtual specialty care. Heterogeneity across medical specialties complicates this evidence generation. To address this gap in the literature, we present an approach to evaluation of telehealth across specialties with the potential to generate findings generalizable across specialties and health systems. MATERIALS AND METHODS: We describe an approach to evaluation of virtual specialty care that balances widely generalizable metrics, such as patient and clinician satisfaction and avoided travel or cost, and those that are specialty-specific. We use the Veterans Health Administration (VA)''s Clinical Resource Hub program to illustrate potential applications of this approach. RESULTS: Clinical Resource Hub clinics leverage a hub-and-spoke model to deliver virtual care across many specialties, compensating for staffing shortages and expanding access to more specialized services not available at every VA site. Use cases for these clinics span the spectrum of short-term, episodic care to long-term substitution for a usual source of specialty care and offer opportunities to apply a range of evaluation metrics that generalize across telehealth use cases. DISCUSSION: Clinical Resource Hub clinics provide a variety of examples for this approach, demonstrating a path forward for virtual specialty care evaluation. CONCLUSION: As the Clinical Resource Hub case illustrates, combining universal and specialty- or use case-specific metrics has the potential to build the evidence base for virtual specialty care.