Ochsner Health’s virtual emergency department eases hospital strain
TENNESSEE, UNITED STATES — Ochsner Health is turning heads in the healthcare industry with its innovative virtual emergency department (ED), according to an analysis by HealthLeaders. This program has already spared 70% of its patients from unnecessary hospital visits since its launch in October 2024.
Virtual care tackles emergency room overcrowding
Emergency room crowding has long plagued United States hospitals, stretching staff capacity and driving up costs. To tackle the issue, Ochsner Health rolled out a virtual ED staffed daily by board-certified emergency physicians and nurse navigators. The system, operating from 8 a.m. to 8 p.m., has already guided 13,000 patients to the right level of care.
“Originally, the concept came out of our overall journey to try to get patients to the right care in the right place,” said Dr. Lisa Birdsall Fort, system medical director of quality for emergency services, in an interview with HealthLeaders. “We found that we had disproportionate ED utilization, so we needed a solution,” she added.
The program’s strength lies in efficiency. Instead of defaulting to an in-person ER visit, patients are scheduled virtually through secure chat or video, with physicians reviewing records and lab results before making recommendations. In many cases, needs are met through a virtual consultation, e-visits, or direct scheduling with primary or specialty care clinics.
Outsourcing care navigation improves efficiency
While rooted in technology, the model mirrors a familiar outsourcing strategy: redirecting tasks from overburdened hospital ERs to specialized, externalized care pathways.
This approach of outsourcing within healthcare keeps high-acuity emergency departments focused on critical cases, while routine or non-urgent concerns are resolved elsewhere.
“This model enhances cost efficiency by reducing unnecessary ED visits and redirecting patients to more appropriate ambulatory or virtual care settings,” explained Dr. Sidney “Beau” Raymond, CMO of Ochsner Health Network. “It preserves ED capacity for true emergencies, while also lowering overall healthcare spending.”
The redistribution, essentially outsourcing care navigation, has been a game-changer.
Nurse navigators, for instance, play a critical role in connecting patients to outpatient services quickly, preventing confusion and ensuring continuity of care. “Their ability to schedule patients quickly for primary care and specialty clinics has been a game-changer for us,” said Dr. Noah Pores, medical director of the virtual ED.
A future model for global health systems
Healthcare leaders suggest that virtual EDs could soon become a national trend. By rethinking where and how patients are treated, hospitals may reduce costs, improve patient outcomes, and ease burnout among emergency staff.
“It enables patients to be seen at the most appropriate site of care,” said Raymond. “By incorporating experienced ED physicians into the triage process, our virtual emergency department ensures patients are not sent unnecessarily to already crowded emergency rooms.”
For health systems across the country, Ochsner’s model shows that outsourcing doesn’t always mean sending care overseas; it can also mean shifting the right services to the right setting, ensuring patients receive timely, appropriate treatment without overwhelming the front lines of emergency medicine.
