Developing benchmarking indicators for Australian virtual emergency departments: a Delphi study

Introduction There is a lack of indicators to guide quality improvement activities in virtual emergency medicine internationally. We developed quality indicators for use across a collaboration of four metropolitan virtual ED (VED) settings in four Australian states. The services deliver ED care directly to patients, in consultation with paramedics, and as virtual care coordination.

Methods The model of care and use of potential indicators at each site were described using interviews and combined with literature review to develop a set of 27 candidate benchmarking indicators. These were refined using a three-stage Delphi study conducted between November 2022 and May 2023. The first stage used a survey to assess the indicators’ feasibility and importance, synonyms and draft definitions. These results were fed back to participants for refinement during discussions and written review of revised indicators and definitions across two subsequent stages.

Results A definition for VED care was proposed: ‘An episode of care between patients and/or care providers, occurring remotely, using any form of communication or information technologies, for conditions that would otherwise result in a physical presentation for emergency care.’ Across Delphi rounds 1 and 2, some proposed indicators were removed, and new types of indicators were added. In rounds 2 and 3, 24 and 23 indicators, respectively, were reviewed, and the final indicator set comprised 16 indicators. The majority (15) were readily mapped to the six Institute of Medicine Domains of Quality (efficient (n=2), effective (n=5), equitable (n=2), patient centred (n=2), safe (n=2) and timely (n=2)) and all 16 mapped to the National Quality Forum’s telehealth quality indicators (access to care (n=2), effectiveness (n=8), experience (n=4), financial impact/cost (n=2)).

Conclusion There is enthusiasm for a national benchmarking collaborative across four Australian VED services and states. An identified set of 16 indicators and definitions can be further validated with consumers and piloted.