Telehealth and health disparities
It is our shared responsibility to ensure equal access to quality telehealth care for everyone. We can do that through improvements to telehealth workflow, staff training, and community resources. We should also meet the needs of underserved populations in our communities.
How can telehealth address health disparities?
Telehealth may help address health disparities by ensuring access to health care for everyone. Addressing health disparities with telehealth means making changes in digital literacy and technology. This will help telehealth providers reach the underserved communities that need it the most. Underserved communities may include: low income Americans, rural Americans, people with disabilities, and older patients. Underserved communities may lack access to health care, leading to consequences such as higher mortality rates, higher rates of disease, and lack of access to treatment.
Increasing access to telehealth
There are many ways to improve access to telehealth. This will help new patients feel welcome and comfortable.
- Make materials accessible in different formats and multiple languages.
- Use images and words in your online communications for patients with low literacy.
- Measure patient satisfaction with post-visit surveys to improve service. Knowing what your patients need will help them feel more comfortable with virtual visits.
- Ask if your patients need assistive devices to participate in virtual visits.
- Encourage staff to learn how to broaden telehealth access. Consider sending internal news and progress related to accessibility.
- Include accessibility options within your telehealth programs. This could include screen readers or closed captioning options.
- Allow extra time in virtual visit appointments for patients that may need support in getting online.
- Use technology designed with equity in mind when it comes to speech recognition and health prediction algorithms.
- Encourage all patients to get involved in planning and implementing health equity. This could include:
- Sitting on a board or committee
- Providing input on materials or procedures
- Conducting sensitivity training
- Look for skills and experiences within your team, including:
- Cultural competency
- Connections to the local community
- Experience working with underserved patient groups
- Fluency in languages other than English
Staff and provider education
A successful telehealth practice includes providers and staff who know how to meet their patients’ needs. Support your staff in understanding accessibility challenges and how to overcome them. This includes:
- Create a flexible telehealth workflow that allows for quick changes and improvements. This will help you meet the needs of your local community with little disruption.
- Plan time for staff and provider training. This includes training in areas such as cultural sensitivity and accessibility requirements. Allow additional time to implement this training.
- Consider a dedicated telehealth support team or staff member. This might mean shifting staff roles or hiring additional employees. Having telehealth support will help more patients successfully participate in virtual visits.
Information to share with your patients
The basics of telehealth (PDF)
Can I use telehealth for my child with special healthcare needs?
Can I use telehealth if I live in a rural community?
How do I schedule a telehealth appointment?
What are telehealth considerations for American Indian and Alaska Natives?
More resources:
Using telehealth for underserved communities (PDF) — from the Health Resources and
Services Administration
Providing Health Literate Virtual Health Services — from National Academies of Sciences, Engineering, and Medicine
Telehealth and Health Disparities — from the Agency for Healthcare Research and Quality
Innovative Virtual Care Strategies — from the Health Resources and Services Administration (HRSA)
Guidance on Nondiscrimination in Telehealth — from the Department of Health and Human Services Office for Civil Rights
The Use of Telehealth for Disability Evaluations in Medicine and Allied Health — from the National Academies Press (NAP)