NDLI: Enhancing accessibility and equity in utilization of virtual care: Virtual Care @ Your Library pilot project

Content Provider	Springer Nature : BioMed Central
Author	Murphy, Gail Tomblin Sampalli, Tara Anderson, Krista Stackhouse, Eric Pauls, Melanie Ferris, Michelle King, Caroline Koto, Prosper Devereaux, Emily Abbood, Hamzah MacInnis, Marta Guk, Julia
Abstract	Background The post-pandemic expansion of virtual care in Nova Scotia aimed to improve access for patients without primary care providers. Virtual Care Nova Scotia, launched in 2021, and increased access, but equitable reach remained a concern. The Virtual Care @ Your Library (VC@YL) initiative addressed this gap by offering virtual healthcare access through public libraries in collaboration with government and health organizations. Methods This descriptive observational study applied the RE-AIM framework. Reach was assessed by the number of participants. Effectiveness was evaluated through service utilization and satisfaction. Adoption examined staff burden and role integration. Implementation fidelity and access barriers were documented. Maintenance was assessed via cost analysis and potential savings from avoiding emergency department (ED) and walk-in clinic visits under different utilization and cost scenarios. Results VC@YL engaged 518 unique users across 1,073 visits. Most users were aged 65+ (64.2%), citing technological barriers (75.4%) and support needs (77.6%) as primary reasons for use. All users successfully completed virtual care appointments, with 98% reporting positive experiences. Among library staff, 83% felt well-supported, and 65% of patron interactions required less than 15 min. Digital literacy assistance was the most common service (75.4%). The total project cost for VC@YL was $93,061, incorporating both one-time implementation and recurring staff costs. The cost per VC@YL utilization was $87. Avoided ED visits resulted in net savings of up to $63,614, though higher virtual care costs reduced savings in certain scenarios. Walk-in clinic diversions yielded negative cost savings due to the cost structure. Total savings ranged from $15,708 to $61,541, with per-person savings from $30 to $57, depending on virtual care consultation costs and utilization levels. Conclusions The VC@YL initiative demonstrated how community-based programs can effectively enhance access to virtual care, particularly for individuals facing technological barriers. This pilot project showed strong potential for improving healthcare access through practical support and leveraging existing community infrastructure. Its scalability and cost-effectiveness make it a promising model for broader implementation in similar settings.
Related Links	https://bmchealthservres.biomedcentral.com/counter/pdf/10.1186/s12913-025-12696-8.pdf
Ending Page	14
Page Count	14
Starting Page	1
File Format	HTM / HTML
ISSN	14726963
DOI	10.1186/s12913-025-12696-8
Journal	BMC Health Services Research
Issue Number	1
Volume Number	25
Language	English
Publisher	BioMed Central
Publisher Date	2025-04-10
Access Restriction	Open
Subject Keyword	Public Health Health Administration Health Informatics Nursing Research Virtual care Library Telehealth Innovation Community
Content Type	Text
Resource Type	Article
Subject	Health Policy

Sl.	Authority	Responsibilities	Communication Details
1	Ministry of Education (GoI), Department of Higher Education	Sanctioning Authority	https://www.education.gov.in/ict-initiatives
2	Indian Institute of Technology Kharagpur	Host Institute of the Project: The host institute of the project is responsible for providing infrastructure support and hosting the project	https://www.iitkgp.ac.in
3	National Digital Library of India Office, Indian Institute of Technology Kharagpur	The administrative and infrastructural headquarters of the project	Dr. B. Sutradhar bsutra@ndl.gov.in
4	Project PI / Joint PI	Principal Investigator and Joint Principal Investigators of the project	Dr. B. Sutradhar bsutra@ndl.gov.in Prof. Saswat Chakrabarti will be added soon
5	Website/Portal (Helpdesk)	Queries regarding NDLI and its services	support@ndl.gov.in
6	Contents and Copyright Issues	Queries related to content curation and copyright issues	content@ndl.gov.in
7	National Digital Library of India Club (NDLI Club)	Queries related to NDLI Club formation, support, user awareness program, seminar/symposium, collaboration, social media, promotion, and outreach	clubsupport@ndl.gov.in
8	Digital Preservation Centre (DPC)	Assistance with digitizing and archiving copyright-free printed books	dpc@ndl.gov.in
9	IDR Setup or Support	Queries related to establishment and support of Institutional Digital Repository (IDR) and IDR workshops	idr@ndl.gov.in

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