What you should know:
– A new study conducted by Brigham and Women’s Hospital, a member of the Mass General Brigham Health System, reveals that patients with limited English proficiency (LEP) have a less positive experience with virtual healthcare visits compared to English proficient patients.
– This study highlights the importance of designing telehealth solutions. By eliminating language barriers, expanding digital access, and simplifying technology, healthcare providers can ensure equitable access to quality virtual care for all patients, regardless of English proficiency.
Study results published in JAMA Network Open
The research, published in Open JAMA Network, analyzed data from more than 24,000 participants in the 2021 California Health Interview survey. Among the main points to remember:
- Lower satisfaction with virtual care: LEP patients were 40% more likely to rate video visits as worse than in-person appointments, compared to English-proficient patients.
- More favorable telephone visits: Although not statistically significant, LEP patients showed a trend toward a better experience with telephone consultations compared to video calls.
- Disparity in access to telehealth: The study also confirmed existing concerns about access disparities. Only 37% of LEP patients reported using telehealth services, compared to 50% of English-proficient patients.
Unique findings on LEP patient experience
This study highlights a crucial but unexplored aspect of telehealth: the experience of LEP patients accessing virtual care.
Potential reasons for lower satisfaction
Principal investigator Dr. Rodriguez suggests several reasons why LEP patients might have a less positive experience:
- Video Call Challenges: Setting up video consultations can be more complex for LEP patients than phone calls.
- Difficulties integrating interpreters: Incorporating interpreters into video calls could be more cumbersome than using over-the-phone interpreting services.
“Setting up a video visit may require a high-speed internet connection and a device. This may require creating an ID for a new platform. If you have limited English proficiency, you may need an interpreter. There are a lot of different pieces to go through,” said lead author Jorge Rodriguez, MD, clinician-investigator in the Brigham Division of General Internal Medicine and Primary Care. “If you’re a patient who doesn’t speak the language that the technology is embedded in, just accessing the platform is a challenge. »
Recommendations to bridge the gap
Dr. Rodriguez offers several solutions to bridge the gap and improve telehealth experiences for LEP patients:
- National initiatives: Expand access to the Internet, computers and smartphones for underserved communities.
- Multilingual technology: Develop user-friendly telehealth platforms in multiple languages.
- Seamless access to interpreters: Streamline the process of connecting with interpreters during virtual consultations.
- Multilingual digital browsers: Establishment of telephone or in-person support staff who can assist LEP patients with check-in, troubleshooting, etc.
