'Don't Assume, Ask': A Collaboration With Consumers, Interpreters, Clinicians and Health Service Staff to Increase Video Telehealth in Culturally and Linguistically Diverse Groups.

objectiveWe aimed to understand gaps in telehealth use across culturally and linguistically diverse (CALD) populations in a metropolitan Australian setting and elicit solutions to support inclusive telehealth-delivered care.

methodsThree workshops (one in-person, two online) were conducted with purposefully recruited consumers (N = 6, including 2 who were also interpreters; representing six different language and cultural backgrounds) and clinical and nonclinical staff (N = 14) between July and October 2022. Audio-recordings and notes were analysed using inductive thematic analysis to identify barriers and potential solutions for including CALD consumers in telehealth appointments.

resultsA central identified theme was "Don't assume, ask". CALD consumers felt they were not offered the choice for telehealth due to staff assumptions about their insufficient digital literacy, technological capability, and English proficiency. CALD consumers communicated willingness to experience telehealth benefits such as avoiding travel, and a desire to have the choice with care modality. Staff required increased training around booking a video interpreter and emphasised the role of the health service in supporting telehealth and upskilling consumers and staff. Interpreters self-identified as "communication specialists" but felt their skills were undervalued and underutilised by clinicians. A key sentiment from CALD consumers was that they did not have equal opportunities to access healthcare overall - encompassing all aspects of care regardless of modality. Key messages for consumers, clinicians, interpreters, and executives were compiled into recommendations.

conclusionOur collaboration highlighted the need for more education and reinforcement to promote equitable and efficient processes for accessing telehealth appointments for CALD consumers requiring an interpreter. PATIENT OR PUBLIC CONTRIBUTION: Patients, caregivers, and interpreters from culturally and linguistic diverse backgrounds were workshop participants and co-developers of solutions to address telehealth access gaps. Final research outputs were also circulated to participants for feedback before being disseminated.