HMN 2025: How ‘super users’ leverage best practices to deliver virtual health care

A new study published in the Journal of Medical Internet Research reveals how “super users”—clinicians who lead the charge in adopting virtual health care tools—are transforming the way care is delivered. The findings identify best practices that make virtual care more efficient, coordinated, and patient-centered.

Led by Jolie N Haun, Ph.D., and a multidisciplinary team at James A. Haley Veterans’ Hospital, the study describes how these “super users” successfully integrate multiple virtual systems to enhance workflows, improve communication, and ensure timely care for patients. The research captures insights from experts across different specialties, including cardiology and rehabilitation.

“Super users innovate in the use of virtual health technology to meet their needs. In this project, we wanted to observe and describe super users’ proactive virtual health technology use to inform the identification and spread of best practices. By understanding super user behaviors, we can teach others how to maximize the potential of using technology to improve access and delivery of health care,” says author Haun.

The super users reported using 60 virtual health tools to manage patient care, ranging from secure messaging and video visits to shared digital records. Their practices fell into 11 main task categories, including appointment and medication management. Importantly, the study also recommends reevaluating or “deimplementing” practices that add unnecessary complexity, encouraging health systems to focus on what truly supports patients and providers.

The researchers note that many of the identified practices could be applied across services in the entire Veterans Affairs system and beyond. By documenting these real-world examples, the study offers a playbook for health systems looking to strengthen their use of technology.

Provided by
JMIR Publications

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