Patients embrace virtual urgent care options

In rural Nova Scotia, virtual urgent care increasingly fills gaps left by temporary emergency department closures. It’s a reality two patients say made the difference in getting timely care. 

Brian Pelley and Kerri Rhynold went to their local hospitals with very different health concerns and had access to compassionate, efficient care provided by a doctor online, who addressed their concerns and connected them with the treatment they needed. 

Pelley was a first-time virtual urgent care user. He wasn’t familiar with the care option when staff at Guysborough Memorial Hospital offered it as an option to address his urgent, non-life-threatening concern. At the time, the emergency department was closed. 

“When staff told me about this option, I thought anything was worth a shot. I wasn’t sure what to expect but the doctor that I had the interaction with online was very thorough. I found there was no difference to the doctor being right there in front of you or on the screen,” he said. 

Virtual urgent care connects patients with emergency-trained physicians or nurse practitioners through secure video appointments at more than 20 hospitals and urgent treatment centres across Nova Scotia. It’s becoming an increasingly important pathway to care and helping patients access the right care at the right time. 

Reflecting on his experience, Pelley said he felt supported throughout his appointment. 

“The staff at the hospital took my vitals, sent the information through to the doctor and set the technology up in front of me. I didn’t have to touch anything. Then, I had my appointment in a private room with a comfy chair.” 

But most importantly, Pelley left the appointment with answers and the treatment he needed, with the virtual doctor sending his prescription to be picked up at his local pharmacy. 

“Having virtual care available in the community doesn’t leave you in limbo when you have an issue. If the emergency department is closed and you can’t get in to see your doctor right away, you can get worried. Waiting can lead to anxiety,” he said. 

For that, he’s glad that virtual urgent care is an option in his community through Guysborough Memorial Hospital. 

Meanwhile, at Eastern Memorial Hospital in Canso, Rhynold had a very similar experience. Unlike Pelley, she used virtual urgent care previously and knew it was available during a temporary emergency department closure. 

With the next closest emergency department 30 minutes away, Rhynold wanted to access care closer to home. And virtual urgent care gave her that option. 

“Having a doctor available in the community — even if they are virtual — offers peace of mind,” she said. 

Like Pelley, Rhynold left with next steps to address persistent shoulder pain she was experiencing. “The online doctor ordered an X-ray for me and then I had a follow-up appointment with my family doctor once she got the X-ray results,” she said.

Rhynold recognizes that virtual urgent care may not be a fit for every health concern or for more complex medical issues; however, she’s grateful it’s accessible close to home for non-life-threatening health concerns. 

“Having this option is better than nothing when local emergency departments are closed or busy. And in both of my experiences accessing virtual urgent care, I was in and out in less than 15 minutes,” said Rhynold. 

For both Pelley and Rhynold, their positive experience is reflected in the fact they wouldn’t hesitate to recommend virtual urgent care to family or friends in their community. 

“I would definitely use it again,” Pelley said. “When you have a medical issue and need to be seen, it’s nice to know this is an option and you can connect with someone who has an answer.”

Virtual urgent care is offered at many locations across Nova Scotia to address urgent, non-life-threatening health concerns. To check availability in your area and hours of operation, visit: nshealth.ca/virtual-urgent-care.

Photo of Kerri Rhynold