Addressing virtual care disparities for patients with limited English proficiency

Area of Science:

• Health Services Research
• Telemedicine
• Health Equity

Background:

• The COVID-19 pandemic necessitated a rapid shift to virtual care delivery.
• Regulatory changes enabled widespread adoption of telephone and videoconferencing for healthcare.
• Patients with limited English proficiency (LEP) encounter significant structural barriers to virtual care access.

Purpose of the Study:

• To identify and address barriers faced by LEP patients in accessing virtual care.
• To develop strategies for enhancing virtual care accessibility and equity for LEP populations.
• To ensure effective integration of medical interpreters in virtual health settings.

Main Methods:

• Implementation of multilingual patient education and simplified portal enrollment.
• Utilization of tablets and bilingual interns to bridge the technology literacy gap.
• Development of privacy-focused communication scripts and platform selection to address specific LEP concerns (e.g., immigration.
• Assessment of virtual platforms for interpreter integration and EHR system modifications (Epic).

Main Results:

• Strategies included offering translated materials, improving portal access, and providing technology support.
• Privacy concerns were mitigated through clear communication and secure, user-friendly platforms.
• Successful integration of medical interpreters into virtual visits was achieved through system adjustments and inter-departmental collaboration.

Conclusions:

• Healthcare organizations must proactively address the unique challenges faced by LEP patients in virtual care.
• Tailored strategies are essential to ensure equitable access to telemedicine services for diverse patient populations.
• Ongoing evaluation and adaptation of virtual care models are necessary to overcome accessibility barriers for LEP individuals.