At Hicuity, we’ve seen hundreds of hospitals launch successful virtual care programs. Those that sustain strong results seem to share a common foundation: clear ownership, active utilization, strong engagement, and data-driven decision-making. Each driver strengthens the others, ultimately improving ROI and standard of care. Here’s how.
Four Drivers of Lasting Virtual Care ROI
1. Clear Ownership Keeps Everyone Accountable
In our experience, top-down leadership paired with on-the-ground champions keeps virtual care programs aligned long after launch. Because systems alone don’t sustain themselves — people do. When leaders are in place and everyone clearly understands their responsibilities, and someone is following up to ensure those duties are executed – outcomes and operations improve.
In one study, adaptive, hands-on leadership in virtual nursing environments was shown to boost nurse satisfaction and retention, underscoring the critical importance of strong management from a staffing perspective.
Having visible and engaged champions can help ensure the long-term success of your virtual care program, which includes driving utilization.
2. Active Utilization Keeps ROI Growing
In addition to having clear stewardship, utilization of any virtual care program must be habitual and frictionless. Return on investment (ROI) depends on consistent, confident use across shifts and staff.
For this to be possible, there must be:
- Streamlined workflows and reliable tech
- Ongoing training that keeps bedside teams engaged
- Empowered team members who can initiate virtual support without delays
One Hicuity Health virtual sitter health system partner receives a weekly report outlining the utilization of system hospitals on a daily basis for the week prior. This provides the clinical champion a timely and transparent view of where to dig in and quickly identify and address the source – whether that is a cart that needs to be serviced or new employees that need additional training. This clear-eyed view and hands-on approach has sustained utilization and led to a reduction in falls at system hospitals.
Virtual care programs work best when they’re fully integrated into the fabric of a healthcare facility. The more teams work together, the more seamless systems become.
3. Strong Engagement Keeps Teams Aligned
Engagement isn’t built in a meeting or a 10-minute Zoom call. It’s earned in moments big and small. Every time virtual and bedside teams solve a challenge together, trust grows — and that’s what sustains collaboration through shift changes, surges, and staffing stress.
To build this rapport, teams need:
- Open communication channels and shared wins
- Regular feedback loops to address pain points early
- Recognition of both virtual and bedside contributions
When the bedside knows they can rely on their virtual partners and vice versa, everyone can work more effectively, leading to higher morale and less burnout. Outcomes can improve, too.
Latisha Johnson, a critical care nurse who works as a virtual nurse after 16 years in ICUs, recalls witnessing a patient pull out their subclavian line — and how her relationship with the bedside nurse helped prevent a potential tragedy. “The bedside nurse was overwhelmed with other tasks and was so grateful I spotted it when I did because it allowed her to intervene before the situation became life-threatening,” she said. “Moments like this remind me how valuable virtual patient-sitting can be, especially when it comes to preventing emergencies and supporting bedside teams.”
A med-surg patient being monitored by Janice, a telemetry technician, appeared stable and was in normal sinus rhythm. The patient then displayed ventricular fibrillation – a life-threatening arrhythmia. Janice immediately called the nurse, then paged the rapid response team. The patient was transferred to the ICU, treated, and was successfully brought back to a stable rhythm. “This is just one life-saving intervention I’ve had the privilege of contributing to,” shared Janice.
Patient conditions can change rapidly. Constant vigilance and quick action when it matters – like that of Latisha and Janice – builds trust across virtual and bedside team members and bolsters utilization of the virtual program.
4. Data-Driven Decision-Making Keeps ROI Visible
The last piece of the puzzle is using data to inform decision-making. Data turns good programs into great ones. Sustained ROI depends on leaders who not only collect information, they act on it. Reviewing key clinical, operational, and financial metrics helps identify where the program needs refinement and where success can scale.
Leaders should regularly review available appropriate clinical, operational, and financial data, and focus on actionable metrics. For example, a Chief Nursing officer might keep a close eye on fall rates, response times, and sitter cost/patient for all patients, whether receiving in-person or virtual sitting. Then, they can integrate those insights across departments to maintain alignment.
Ready to Build ROI That Lasts?
By building a self-reinforcing system with a virtual care partner that emphasizes ownership, consistency, collaboration, and data-driven optimization, healthcare leaders can build sustainable programs that last.
See how your virtual care program stacks up against Hicuity’s four drivers of ROI. If you have any questions or want to see how our services would fit within your healthcare system, connect with Hicuity today.
