As virtual care has become a routine part of service delivery, supporting staff to confidently use digital systems has become essential. For the Division of Medicine at Princess Alexandra Hospital, this shift highlighted a clear discrepancy. While permanent staff working with virtual care appointments can access comprehensive training, relievers were often stepping into virtual care services with little preparation.
Relief Pool Coordinator Leanne Richter said the gap quickly became apparent as the service’s reliance on virtual care increased.
“As our service increasingly relied on digital platforms, it became clear that relievers weren’t receiving the same structured onboarding as permanent staff,” Leanne said.
Recognising the opportunity to improve both staff experience and service quality, Leanne partnered with the Virtual Care team to address the issue.
Together, they reviewed existing onboarding materials, mapped where virtual care content naturally aligned and co‑designed a streamlined module that reflected daily practice. The Virtual Care team shaped the training package, while regular discussions and feedback helped refine its relevance and accessibility for new relievers.
The first session, held in December, offered a clear indication of the program’s impact. Participants were engaged, asked thoughtful questions and welcomed the opportunity to develop confidence before stepping into virtual care shifts.
“They said the training clarified procedures and gave them a stronger foundation for stepping into virtual care tasks,” Leanne said.
Since its rollout, the training has already helped reduce ad‑hoc troubleshooting and supported smoother workflows across the Division of Medicine.
Looking ahead, she hopes the initiative will continue to evolve to meet the needs of a dynamic and growing workforce.
“My goal is to ensure all relievers, no matter when they join, have access to this standard of training. It strengthens our virtual care service and improves the experience for both patients and staff.”