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\n

People who speak limited English struggled to access telehealth services in the US during the first year of the COVID-19 pandemic, according to a new analysis<\/a>, affecting their ability to connect with medical care. It\u2019s something experts worried about<\/a> as soon as health organizations made the switch from in-person to virtual care. <\/p>\n
\u201cThat was really a concern of ours \u2014 who is getting left out?\u201d says Denise Pay\u00e1n, an assistant professor of health, society, and behavior at the University of California, Irvine, who worked on the study. <\/p>\n
Pay\u00e1n and her colleagues interviewed staff and patients at two community health centers in California about their experiences with telehealth between December 2020 and April 2021. One of the clinics serves a primarily Spanish-speaking population, and the second serves a primarily Chinese-speaking population. Neither had offered video or phone visits before the pandemic started. Both started to them available soon after the California stay-at-home orders in March 2020 \u2014 first with phone calls, then with video. The researchers spoke with 15 clinic workers and nine patients. <\/p>\n
Clinic patients who spoke limited English struggled to set up and use platforms like Zoom for health visits, the researchers found. \u201cThings like not being able to read FAQs,\u201d Pay\u00e1n says. \u201cThere\u2019s reliance on either clinic personnel, staff, or family members \u2014 like kids, who are helping their parents get connected to video visits.\u201d <\/p>\n
\n\u201cThere\u2019s reliance on either clinic personnel, staff or family members\u201d<\/q><\/aside>\n<\/div>\nEven if information on a platform was translated into other languages, it was often translated badly. \u201cPatients said, \u2018I went into the FAQs in Spanish, and I have high fluency and a high reading level in Spanish, and it made no sense because it was such a poor translation,\u2019\u201d Pay\u00e1n says. <\/p>\nIntegrating third-party interpreters for non-English speaking patients into telehealth platforms was also difficult, Pay\u00e1n says. It\u2019s a logistical challenge<\/a> to add a third person to a phone or video call, particularly in platforms that aren\u2019t set up to support external interpreting services. That can mean additional delays to care. Even something simple like a patient getting a call from a number they didn\u2019t recognize \u2014 and didn\u2019t want to answer \u2014 could derail the process. And having those interpretation services are key for good care: people who speak limited English are at risk of bad health outcomes<\/a> without them because they can\u2019t understand their medical providers as well. <\/p>\n
Luckily, at the clinics Payan spoke with, many doctors and clinic staff were bilingual \u2014 they were able to talk with patients in their first language. It showed how much recruiting and retaining staff from the same communities as the patients can help build trust and improve care, particularly during challenging times, Payan says. \u201cIt is very important that [the doctor] speaks the same language because that way, we understand each other,\u201d one Spanish-speaking patient said in a study interview. <\/p>\n
\n\u201cWith that older population, it is a little bit more difficult because they don\u2019t know how to use the technology\u201d<\/q><\/aside>\n<\/div>\nBut even without language barriers getting in the way, many patients didn\u2019t have the digital literacy to navigate telemedicine, didn\u2019t have devices that could use the telehealth tools, or didn\u2019t have good enough internet access to connect with a provider. \u201cWith that older population, it is a little bit more difficult because they don\u2019t know how to use the technology or they need the assistance of their relatives,\u201d one care coordinator said in a study interview<\/a>. Unhoused patients were also particularly hard to reach because they didn\u2019t have reliable phone or internet connections. <\/p>\n
Phone visits, without a video component, were far more accessible to older patients and patients who spoke limited English. They were great resources for patients and helped connect them with medical care. But they don\u2019t have all the benefits of video calls \u2014 like letting a doctor see a patient\u2019s body language or getting a sense of their environment. \u201cSaying, well, we can\u2019t figure out the technology piece, so let\u2019s just do let\u2019s just do audio \u2014 I don\u2019t think that\u2019s good enough,\u201d Jorge Rodriguez, a health technology equity researcher at Brigham and Women\u2019s Hospital in Boston, told The Verge<\/em> in 2020.<\/a> <\/p>\n
The findings of the study show how important it is for telehealth platforms to consider their most vulnerable users while developing tools. People who speak languages other than English should be included in pilot tests, for example, Pay\u00e1n says. <\/p>\n
\u201cIncreasingly, the focus in Silicon Valley is on diversity, equity inclusion, this is clearly it \u2014 are you actually meeting the needs of a diverse set of patients?\u201d she says. <\/p>\n
Some smaller groups and entrepreneurs in digital health are working to expand internet access and improve digital health tools for vulnerable groups, Pay\u00e1n says. But it\u2019ll take big platforms with high use getting on board to drive major changes. \u201cThe onus is on them to really pilot test and prioritize the development of high-quality language services,\u201d she says. <\/p>\n<\/div>\n

<\/br><\/code><\/p>\n
Source: https:\/\/www.theverge.com\/2022\/2\/24\/22948959\/telemedicine-limited-english-digital-literacy<\/a><\/p>\n","protected":false},"excerpt":{"rendered":"
Source: People who speak limited English struggled to access telehealth services in the US during the first year of the COVID-19 pandemic, according to a new analysis, affecting their ability to connect with medical care. It\u2019s something experts worried about as soon as health organizations made the switch from in-person to virtual care. \u201cThat was […]<\/p>\n","protected":false},"author":1,"featured_media":0,"comment_status":"open","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"nf_dc_page":"","om_disable_all_campaigns":false,"pagelayer_contact_templates":[],"_pagelayer_content":"","_jetpack_memberships_contains_paid_content":false,"footnotes":""},"categories":[7,32,26],"tags":[],"class_list":["post-451","post","type-post","status-publish","format-standard","hentry","category-energy","category-health","category-science"],"yoast_head":"\nTelemedicine leaves behind non-English speakers, study shows - Science and Nerds<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/scienceandnerds.com\/2022\/03\/02\/telemedicine-leaves-behind-non-english-speakers-study-shows\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Telemedicine leaves behind non-English speakers, study shows - Science and Nerds\" \/>\n<meta property=\"og:description\" content=\"Source: People who speak limited English struggled to access telehealth services in the US during the first year of the COVID-19 pandemic, according to a new analysis, affecting their ability to connect with medical care. 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