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Nurse Input is Crucial to Jefferson Health’s Virtual Nursing Program

Analysis  |  By Eric Wicklund  
   May 13, 2024

The health system is getting feedback from the front lines to make sure its Virtual Nursing program will meet expectations and become a permanent part of patient care

Virtual nursing programs require careful planning. And no one knows that better than the nurses.

“Including those bedside nurses [in planning] is the most important thing you can ever do,” says Laura Gartner, DNP, MS, RN, RN-BC, NEA-BC, Associate CNIO for Jefferson Health. “Because if you just try to [drop] a program into their unit without taking what they think is important, it’s not going to be successful because it’s not going to fit into their day or what they would value.”

Gartner is one of the point people for the Philadelphia-based health system’s Virtual Nursing program, which is entering its second iteration after a 90-day pilot in 2023 on two floors of one hospital. They’ve sharpened their focus now, she says, with funding for a more durable model and clear goals for sustainability and scalability.

“We’re not calling it a pilot any more because we’re not piloting this,” she says. “We know we’re moving forward with it.”

Jefferson Health is one of a handful of health systems across the country taking part in the HealthLeaders Virtual Nursing Masterminds program, a series of virtual meetings capped off by an in-person event in June. The program is taking a deep dive into virtual nursing strategies with perspectives from some of the top health systems and executives in the country.

Gartner says involving nurses in every phase of the program is crucial, because they know what will work and what won’t. And as Jefferson Health moved beyond the pilot and began to map out a more permanent program, those nurses helped to point out that the bedside nurse and the virtual nurse are two different roles requiring unique skillsets.

“A lesson we learned is that talking to a person through a computer is much different than talking to a person where you can, say, touch their shoulder,” Gartner says. The bedside nurse has always had that in-person connection to patients that influences every task from care delivery to communication. Simply taking a nurse, putting him or her in front of a computer in a separate room and telling him/her to continue being a nurse won’t cut it.

“That’s a little bit of a different conversation and skill set,” she notes, adding that Jefferson Health is working with a local nursing school to plot how to teach “webside” manner.

Gartner says the health system “threw out a broad net” in coming up with goals for the pilot, and has since narrowed its focus.

“With that first phase pilot, use cases came out of the woodwork,” she notes. “But if you focus on everything, do you really make a difference on anything?”

Where they do want to make a difference is on stress, which affects everything from nurse turnover to quality and safety.

That’s why it’s important, Gartner says, to create a partnership between the floor and virtual nurse, so that they’re working together on patient care. And that involves making sure both nurses are comfortable in their roles and their environments.

“I do hope that goes beyond just assigning the tasks to someone, so more of that working in concert with each other, being part of that care team, like you were there on the floor.”

The HealthLeaders Mastermind series is an exclusive series of calls and events with healthcare executives. This Virtual Nursing Mastermind series features ideas, solutions, and insights on exceling your virtual nursing program. Please join the community at our LinkedIn page.

To inquire about participating in an upcoming Mastermind series or attending a HealthLeaders Exchange event, email us at

Eric Wicklund is the associate content manager and senior editor for Innovation, Technology, and Pharma for HealthLeaders.


Jefferson Health is one of a dozen health systems taking part in the HealthLeaders Virtual Nursing Mastermind series.

Laura Gartner, the health systems’ CNIO, says they’ve moved beyond the pilot and are using input from nurses to make sure the program is sustainable and scalable.

They’re also fine-tuning their goals, to make sure they don’t lose focus on the program’s real value.

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