(Toronto, November 18, 2025) 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, PhD, 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 Jolie N 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.
The study titled “Super Users’ Reported Best Practices for Coordinating Proactive Integrated Use of Virtual Health Care Resources: Prospective Concurrent Mixed Methods Human-Centered Design Study” is available through the Journal of Medical Internet Research, published by JMIR Publications.
Original article:
Haun J, Benzinger R, McMahon-Grenz J, Ballistrea L, Klanchar S, Bolinski R, McDaniel J. Super Users’ Reported Best Practices for Coordinating Proactive Integrated Use of Virtual Health Care Resources: Prospective Concurrent Mixed Methods Human-Centered Design Study. J Med Internet Res 2025;27:e81414. URL: https://www.jmir.org/2025/1/e81414
DOI: 10.2196/81414
About James A. Haley Veterans’ Hospital
The James A. Haley Veterans’ Hospital is accredited by the Joint Commission on Accreditation of Healthcare Organizations (JCAHO) and is one of the busiest Department of Veterans Affairs medical centers in the country (in a network of 171 hospitals), with over 100,000 unique veterans served annually (per the FY2020 annual report). The James A. Haley Veterans’ Hospital became the first VA hospital in the nation to receive the Magnet Award (in 2001) and received Magnet re-designation in 2005 and 2009. The James A. Haley Veterans’ Hospital is designated as a Virtual Health Resource Center by the Veterans Health Administration, Office of Connected Care.
About JMIR Publications
JMIR Publications is a leading open access publisher of digital health research and a champion of open science. With a focus on author advocacy and research amplification, JMIR Publications partners with researchers to advance their careers and maximize the impact of their work. As a technology organization with publishing at its core, we provide innovative tools and resources that go beyond traditional publishing, supporting researchers at every step of the dissemination process. Our portfolio features a range of peer-reviewed journals, including the renowned Journal of Medical Internet Research.