Virtual Caregiving and The Evolving Role of Carers and Patients: Virtual Hospital Interview Analysis

Kanesha Ward, Centre for Health Informatics, Australian Institute of Health Innovation, Macquarie University, Sydney, AustraliaFollow
Tim Jackson, Centre for Health Informatics, Australian Institute of Health Innovation, Macquarie University, Sydney, Australia
Jenna Bartyn, Sydney Local Health District Virtual Hospital (Sydney Virtual, Previously known as Rpavirtual), Sydney, Local Health District, Australia
Shannon Saad, Sydney Local Health District Virtual Hospital (Sydney Virtual, Previously known as Rpavirtual), Sydney, Local Health District, Australia
Sue Amanatidis, Sydney Local Health District Virtual Hospital (Sydney Virtual, Previously known as Rpavirtual), Sydney, Local Health District, Australia
Owen Hutchings, Sydney Local Health District Virtual Hospital (Sydney Virtual, Previously known as Rpavirtual), Sydney, Local Health District, Australia
Annie Y.S. Lau, Centre for Health Informatics, Australian Institute of Health Innovation, Macquarie University, Sydney, Australia

ORCID

Kanesha Ward:

Abstract

Virtual hospitals are transforming healthcare by enabling remote monitoring and management of patients, improving accessibility and care continuity. As part of the transformation, there are changes to the roles and responsibilities of patients and their carers as they engage in virtual hospital care. The impact on family caregiving remains underexplored. Guided by Family Systems Theory, this qualitative study investigated how family caregiving roles adapt within a virtual hospital and identified opportunities to further support families. Semi-structured interviews were conducted with patients, carers, and healthcare workers from one model of care, at a metropolitan virtual hospital in New South Wales, Australia. Interviews with 52 participants were analysed thematically using an inductive-deductive approach. Seven key themes emerged: 1/ Evolving roles, role expansion, and autonomy within the family system (e.g. carers becoming ``pseudo-nurses'' and ``technical liaison''), 2/ active communication as a feedback loop, 3/ technology integration and home adaption, 4/ emotional regulation and reassurance, 5/ system strain, uncertainty, and overload, 6/ care escalation and advocacy, and 7/ cultural and relational complexity. Carers were motivated and adaptable. However, blurred roles, inadequate support, and inconsistent communication contributed to stress, overload, and disengagement. The findings highlight how virtual hospitals redefine caregiving, requiring families to take on new responsibilities, technologies, and handle emotional pressures. Applying Family Systems Theory provides insight into how roles evolve under stress and where virtual hospitals can support or strain families. For sustainable virtual care, services must recognise carers as essential partners, ensure inclusive communication, and provide tailored support for families.

Recommended Citation

Ward K, Jackson T, Bartyn J, Saad S, Amanatidis S, Hutchings O, Lau A. Virtual Caregiving and The Evolving Role of Carers and Patients: Virtual Hospital Interview Analysis. Patient Experience Journal. 2026; 13(1):249-264. doi: 10.35680/2372-0247.2083.