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Challenges to Video Visits for Patients With Non-English Language Preference: A Qualitative Study.

Marianna Kong¹, Francine Rios-Fetchko², Madelyn Olmos-Rodriguez³

¹Department of Family and Community Medicine, University of California, San Francisco.

JAMA Network Open

|February 12, 2025

Summary

Patients with non-English language preference face communication and technical barriers to video visits. Interventions are needed to improve telehealth equity and access for these populations.

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Area of Science:

Health Services Research
Telemedicine
Health Equity

Background:

Patients with non-English language preference (NELP) use video visits less frequently than English-speaking patients.
Understanding NELP patients' capabilities, opportunities, and motivation is crucial for optimizing video visit utilization.

Purpose of the Study:

To investigate facilitators and barriers influencing video visit adoption among patients with NELP.
To identify factors that can enhance video visit accessibility and engagement for diverse linguistic groups.

Main Methods:

Qualitative analysis of semistructured interviews with Spanish- and Cantonese-speaking patients with no prior video visit history.
Interviews conducted via telephone, audio-recorded, transcribed, translated, and analyzed using rapid qualitative analysis.
Themes identified and mapped to the capability, opportunity, and motivation model.

Main Results:

Four major themes emerged: communication challenges, perceived drawbacks and benefits for medical evaluations, technical/access barriers (digital literacy, device/data access), and facilitators (in-person teaching, simpler processes, practice, support, language-concordant interactions).
Some participants were deterred by disadvantages, while others found benefits counterbalanced by convenience.
Key barriers included communication difficulties, perceived lower quality of medical evaluation, and technical issues.

Conclusions:

Patients with NELP perceive significant barriers to video visits, including communication and technical challenges.
Addressing these addressable technical and linguistic challenges is essential to improve video visit access and motivation.
Interventions are necessary to promote telehealth equity for patients with language barriers.