About HSO Standards

HSO standards are the foundation on which leading-edge accreditation programs and evidence-informed public policy are built. Standards create a strong people-centred health care system that interest holders can rely on to enable people around the world to continuously improve quality of care.

HSO standards are formatted using the following structure:

• Section title. A section of the standard that relates to a specific topic.
• Clause. A thematic statement that introduces a set of criteria.
• Criteria. Requirements informed by evidence that describe what is needed by people to achieve a particular activity. Each criterion outlines the intent, action, and accountability.
• Guidelines. Additional information and evidence to support the implementation of each criterion.

HSO standards integrate gender responsiveness though three key mechanisms:

• Diverse representation. The Technical Committee for each standard includes a diverse range of genders and professional backgrounds. This composition supports the inclusion of lived experiences and clinical perspectives on gendered differences in care delivery that are central to the development process.
• Evidence-informed research. HSO Standards draw on research that explores gender-based differences in health issues and care delivery. This includes examining variations in prevalence, symptom expression, access to and experiences of care, treatment, outcomes and service standards.
• Inclusive language. HSO standards use inclusive gender-responsive language that respects diverse gender identities and reflects both physical and physiological as well as social and cultural dimensions of gender.

Refer to Annex A for additional equity-based principles integrated throughout all HSO standards.

About This Standard

CAN/HSO 83001:2025 (E) Virtual Care is a new edition of the CAN/HSO 83001:2018 Virtual Health standard. The goal of this standard is to ensure the high-quality delivery of virtual care that meets the needs diverse population of clients.

The standard was developed using published evidence and input from diverse interest holders, including people with lived experience. Gender-responsiveness informed inclusive Technical Committee recruitment, public consultation, evidence synthesis, and integration of equity, diversity, and cultural safety principles (see Annex A) throughout the development of the standard. The content of this standard is structured into the following sections:

1. Service Design
2. Delivery of Care
3. Integrated Care
4. Workforce Competency
5. Continuous Quality Improvement

The intended audiences for this standard include clients, care partners, members of the workforce, and organizational leaders of all health care and social service organizations that deliver virtual care.

This standard guides health care and social service organizations that deliver virtual care to

• provide evidence-informed, people-centred care that values compassion, respect, dignity, trust, and autonomy;
• work in an interprofessional team-based way to deliver culturally safe and trauma-informed care that meets clients' goals, abilities, and preferences;

In addition to the above, the standard also provides

• external assessment bodies with evidence-informed content that can be used in assessment programs; and
• decision makers with a quality and safety blueprint to guide policy development, and requirements to support the delivery of high-quality, client-centred care, and to maintain a healthy and competent Health Services workforce.
  
• enable a healthy and competent workforce; and
• uphold outcome-focused practices and a culture committed to continuous learning and quality improvement.

In addition to the above, the standard also provides

• external assessment bodies with evidence-informed content that can be used in assessment programs; and
• decision makers with a quality and safety blueprint to guide policy development and requirements to ensure the delivery of high-quality, people-centred care and enable a healthy and competent workforce.

The published evidence used to inform this standard can be found in the bibliography.

This standard is intended to be used as part of a conformity assessment.

This standard will undergo periodic maintenance. HSO will review and publish this standard on a schedule not to exceed five years from the date of publication.

Scope

Purpose

This standard provides guidance for delivering high-quality virtual care as part of an integrated system of care.

This standard outlines the accountabilities of organizational leaders to govern and support high-quality virtual care, and of people and teams to participate in personalized, safe virtual care encounters that support continuous learning and quality improvement. It emphasizes commitment to equity, diversity and inclusion; cultural safety; coordinated and integrated care; access for people in rural and remote areas; and a culture focused on continuous improvement and outcomes.

This standard does not prescribe technical or security requirements for virtual care.

Data governance is out of scope for this standard.

Applicability

This standard applies to all health care and social service organizations that deliver virtual care to clients of all ages.