Quebec’s first virtual care program is redefining care, allowing patients and families to heal safely at home with hospital-level support.
Jewish General Hospital (JGH), part of CIUSSS West-Central Montreal, has pioneered an innovative virtual care program that is reshaping the way health care is delivered in Quebec. As the first hospital in the state to implement a comprehensive virtual care model, JGH positions itself as a leader and innovator, offering scalable solutions that are now being emulated by other facilities in the region.
The virtual care program, launched in early 2022, includes three main components: Hospital@Home, Recovery@Home, and a post-hospitalization phone line. Together, these efforts form a continuum of care that extends beyond hospital walls, allowing patients to receive high-quality, personalized treatment in the comfort of their own home.
Hospital@Home: A virtual ward in every home
Hospital@Home is the cornerstone of JGH’s virtual care strategy. The program allows eligible patients to complete their hospitalization at home while being monitored by a multidisciplinary virtual care team. Patients are equipped with digital tools such as smartphones, tablets, and wearable IoT devices that transmit vital signs and enable multiple video visits per day.
This initiative was born out of necessity during the COVID-19 pandemic, but has since evolved into a robust patient-centered model. Rather than being officially discharged, patients will be moved to a “virtual ward” where they will continue to receive inpatient treatment. This approach reduces the risk of nosocomial infections, facilitates access to specialized bed space, and accelerates recovery by allowing patients to remain in a familiar environment. This program has proven to be particularly effective for conditions such as chronic illness, infection, and post-surgery recovery.
Hospital@Home also supports palliative care, allowing patients to spend their final days at home with their loved ones, with 24/7 monitoring and support. The program’s success is driven by strong cross-functional collaboration, Lean Six Sigma methodologies, and agile project management principles.
Recovery@Home: Early discharge with ongoing support
Building on the success of Hospital@Home, JGH introduced Recovery@Home to facilitate early discharge of patients whose symptoms are stable but still require monitoring and follow-up. The initiative will allow patients awaiting test results or recovering from less serious conditions to continue their treatment at home with virtual check-ins and nursing follow-up support.
Recovery@Home has made a significant contribution to reducing hospital stays. For example, in the medical ward, length of stay decreased from 13.7 days to 10 days, and in the orthopedics ward, length of stay decreased from 6 days to just 3.6 days. These reductions not only improve patient outcomes, but also optimize hospital resources and reduce the burden on medical staff.
Recovery@Home patients receive a customized care plan and access to a nursing team. This program is designed to prevent unnecessary readmissions and ensure a smooth transition from hospital to home. With nurses providing on-site health checks and targeted assessments, patients continue to feel supported even after they leave the hospital. We also respond to concerns that patients and their families may have after returning home. Recognizing that a team of trained nurses was following the patient’s progress, multiple surgical trajectories were developed to allow for same-day postoperative discharge.
Post-hospitalization phone lines: Closing the gap
To further support patients after discharge, JGH offers a dedicated post-hospitalization phone line. This 24/7 service is being piloted in conjunction with orthopedics and will give patients and carers direct access to clinical advice to address concerns, clarify medication instructions and help manage symptoms that may occur during the first 30 days after discharge from hospital.
The phone line acts as a safety net, reducing anxiety and empowering patients to proactively manage their health. It also acts as a triage tool, allowing clinicians to identify potential complications early and intervene before a hospital visit is required.
This initiative complements virtual care models by ensuring continuity and accessibility, especially for vulnerable populations such as the elderly and those with limited mobility.
innovation and impact
JGH’s virtual care program is supported by the hospital’s award-winning C4 Command Center. The C4 Command Center is a digital hub that monitors patient flow, staffing, and care trajectory across 33 affiliated facilities. The command center plays a critical role in identifying patients for virtual care and coordinating the transition from hospital to home.
The program also leverages artificial intelligence to automate patient screening to quickly and efficiently identify patients most suited for virtual care. This innovation reduces clinician workload and expands program coverage.
With a bold vision of “Care Everywhere,” JGH is not only improving patient outcomes, but redefining the future of health care delivery in Quebec. The company’s virtual care program is a model of excellence, demonstrating how technology, compassion and collaboration can work together to create a more resilient and responsive health system.
Virtual care programs have saved more than 10,000 bed days and impacted more than 1,700 lives. With 95% of patients reporting a clear preference for the Hospital@Home program over regular hospitalization, and 100% of caregivers also recommending the program, there is a clear difference in their approach to health.
This article will also be published in the quarterly magazine issue 24.
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