Assessing Patient Experiences with a Virtual Triage and Assessment Centre (VTAC): A Mixed-Method Study Using an Online Survey and Semi-Structured Interviews in Renfrew County, Ontario.

Background In March 2020, the Renfrew County Virtual Triage and Assessment Centre (VTAC) was launched as a large-scale, innovative, hybrid healthcare program. VTAC aims to alleviate pressure on emergency departments by providing additional and more equitable access to family physicians and allied health professionals. This study’s objective was to evaluate patients’ experiences with VTAC. Methods In this sequential explanatory mixed-method study, we distributed 397 online surveys and conducted 10 semi-structured interviews with Renfrew County residents aged 18 and above who had utilized VTAC at least once since 2023. Survey data were analyzed through descriptive statistics, chi-squared tests, and a multivariate binary logistic regression, while semi-structured interviews were coded and analyzed using reflexive thematic analysis. Results Our findings demonstrate widespread satisfaction with VTAC, and a perception of receiving high-quality care. This was irrespective of demographic characteristics, health status, or appointment modality. In our interviews, four main themes emerged: “Healthcare in Renfrew County”, “Accessing VTAC”, “VTAC Clinical Care”, and “Improving VTAC”. These themes underscore major difficulties residents encounter in accessing healthcare in Renfrew County and illustrate that services from VTAC align with a genuine population-level need, offering a valuable contribution to addressing some of these challenges. Conclusion Our study highlights that Renfrew County is grappling with a crisis of access to healthcare, and that VTAC fills a crucial gap, primarily by providing timely access to a family doctor. The findings provide evidence of patient acceptability and satisfaction with VTAC, potentially guiding the design of future healthcare programs.