Communication access in low-and middle-income countries: A scoping review

This scoping review aimed to synthesise empirical studies on communication access during face-to-face service encounters in the service sector for people who have communication support needs in low-and middle-income countries.

The methodological framework by Arksey and O'Malley guided this review. Studies were identified from nine electronic databases and independently screened for inclusion. Data were extracted aligned to the research questions and the environmental categories highlighted in the International Classification of Functioning, Disability and Health.

Sixty studies met the inclusion criteria. Most studies focused on communication access for people who are hard of hearing or d/Deaf and service encounters in health care services. Various barriers and facilitators were identified, including factors related to the service system, policies, assistive technology, and the physical environment. The attitudes, knowledge, and skill of service providers were frequently mentioned as barriers.

A variety of factors influencing communication access were identified in the review. Many of these are amenable to change and may be productively addressed to increase communication access for people who have communication support needs. Studies are needed to document the development, implementation, and effects of integrated and comprehensive intervention efforts in close collaboration with people who have communication support needs.