Usability and Communicative Challenges of a Single-Tier Semi-Acute Medical Helpline in Urban Social Disadvantage Areas of Copenhagen. a Qualitative Study of Real-Life Voice Logs.

Copenhagen municipality has several disadvantaged areas. These are categorized according to the following factors: residents with low income, residents outside the labour market, residents with low or no education and a high proportion of residents of non-western origin. National studies show that patients with a foreign accent are at risk of being ignored and interrupted and they do not receive as many questions from the healthcare professionals compared to the majority. International studies indicate that language barriers, no acquaintance with the health care system, and less health competence are a hindrance to accessing the health care system.

Our hypothesize is that residents who experiences language, cultural, social barriers and have another illness perception are challenged when they interact and communicate with the healthcare system which may cause incorrect triage of residents from these disadvantaged areas in Copenhagen. The aim of the study is to examine vulnerable residents’ communicative patterns and how the healthcare professionals navigate the challenges and dilemmas which occur during a telephone triage in medical helpline 1813. Furthermore, this project wants to shed light on whether the resident’s communication and navigation in the health care system is connected to residents’ health literacy. Qualitative data in terms of real-life voice log were extracted in a period over a year on four seasons. Within the four seasons samples of 1 week were collected and until the data richness was fulfilled. Explorative template analysis will be used to analyze the data of real-life voice log. This study contributes to knowledge about residents’ access and encounter with the medical helpline 1813 and assists in setting focus on collaboration across sectors and to make health intervention in those areas where there are challenges. Furthermore, this study could show which barriers makes the conversation more challenging and hereby develop new tool.