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Delivering quality and culturally responsive telehealth services - Shared screen with speaker view
Nicole Phelan
16:44
Welcome to today's webinar "Delivering quality and culturally responsive telehealth services"
Nicole Phelan
16:55
If you have any technical issues please let me know here :)
Nicole Phelan
17:24
If you have and questions for our panelist during the webinar please post these in the Q&A box the displays on your screens
Nicole Phelan
19:42
Organisations involved in todays webinar as well as DHCRC
Nicole Phelan
19:43
Panelists:– Pip Brennan – Executive Director of the Health Consumers’ Council WA (Panel Chair)– Vivienne Pillay – Executive Officer, Ethnic Communities Council of Western Australia– Nihal Iscel – Team Leader Consumer and Stakeholder Engagement, Multicultural Services Centre of Western Australia– Rachel Pearce – Dietitian and Health Services Manager, Ishar Multicultural Women’s Health Services, Western Australia– Ella Davies – Managing Director and Interpreter, WA Interpreters– Dr Amandeep Hansra – practicing General Practitioner in New South Wales and national telehealth expert
DHCRC DHCRC
27:05
very true Nihal - people need the time they need to access quality care
Ruzica Backovic
28:39
Nihal, I hade few experience with Interpreters that don't have time/patients to interpret.
Amandeep Hansra
29:15
yes TIS is for allied health too
Karella de Jongh
33:09
Great points. We have had the same issues to manage, complicating patient care. TH/videocall can only be used by many with assistance from family. Connecting an interpreter is an added issue. Most CaLD patients opt for phone interpreting which works well but also has limitations. Karella de Jongh, St Vincent's, VIC
Marie Yau
36:05
A really interesting insight of the barriers people experience and what did work well. Thank you Rachel
Nicole Phelan
36:15
Hi all if you have any questions for our panelists please pop them into the Q&A box displayed on your screens thank you
Richard Lunz
36:16
Also how funding influencesSalaried doctors verus fee for service/ATSI etc
Donna Parkes
41:01
Privacy and security of the platform needs to be considered. Zoom isnt approved for clinical care in NSW Health.
Cameron Botterill
48:44
I'd be interested in experiences with exploring technology translation services (rather than TIS etc), with the translation services build into the video or voice technology platform? Is anyone using these, how they have been recieved, whether they are accurate enough in a primary care setting?
Abbas haghshenas
51:46
i have used google translate for oral translation and its has gone very well as far as my concern
Farhad Fatehi
52:22
Great session. A lot of learnings - Much appreciated. Let's connect - https://www.linkedin.com/in/mazin-gadir-phd-msc-beng-pmp-prosci-lssgb-ebas-agile-b4a4533/
Titu ALIAS
52:52
Hi all, How does GP world deal with Patients without Medicare and providing interpreters
Titu ALIAS
53:05
TIS is now asking for Medicare
Sneha Jayakumar
53:43
why is it that patients prefer not to have an interpreter and rather have a family member filtering and half interpreting their healthcare appointment?
Ashraf Abdelbaky
55:56
As an interpreter, How does we make people from CALD communities feel comfortable to talk about private and sensitive issues in front of the interpreters?
Gordana Vasic
57:15
Are you referring to machine translation? The accuracy is not there. We have recently put through a simple sentence via automated translation "In the case of Emergency, please hang up and ring 000". The translation from machine translation was "in the case of emergency, please hang (as in kill yourself with a rope and ring 000".
Donna Parkes
57:54
You cant choose a longer mbs item number. The mbs item is related to the length of the clinical consult and claiming a longer consult could be audited with implications.
Amandeep Hansra
58:55
Good point Donna, but I am pretty sure the consult will end up taking longer, and you bill at the end according to the length
Donna Parkes
59:33
Auto translation can be dangerous. fairly new technology and when we looked in to it the translation was concerning eg hand up and call 000 was tranlated to suggesting to end your life.
VESNA DRAGOJE
01:00:45
From Me to All Panelists: 01:44 PMNSW Health has policy directives that deal with working with interpreters and the issue of machine translation. Short answer is no, we do not use machine translation in the health sector in NSW.
Beth Mahoney
01:01:06
Amandeep - any tips for engaging with GPs?Hi , I am a Telehealth coordinator in Sydney offering a free 12 week PHN funded telehealth program to seniors - I have engaged with and provided information to many GP's throughout Central and Eastern Sydney but have found
Karella de Jongh
01:01:21
Agree with the risk issues connected with using Google Translate
Beth Mahoney
01:01:29
there has been very little interest
Sofia Lema
01:03:33
google:Appointment Reminder Translation Tooldeveloped in NSW by NSW Refuge Health
Kerri Strong
01:03:47
it's not my experience in a public hospital, and often Drs prefer to use family members for convenience sake, rather than wait for an interpreter
Ann Hennessy
01:04:51
In NSW it cost up to $100 an hour for an interpreter
Beth Mahoney
01:05:02
Sorry my last message was a bit disjoined - I have found that many GP's have not been very receptive to free telehealth programs for their patients which can also include GP video conferencing functions
Mark Schuster
01:05:22
Interpreter issues become even more complex when relating to Aboriginal clients / patients where the most accurate interpreter is almost always someone from the community of origin, so intersate / anonymous interpreters aren't always an option.
Titu ALIAS
01:06:56
I have had an instance where the GP service said they were going to charge the patient for the interpreter cost. This patient did not had medicare and was on a visa. How to work with this situation. Are GP clinics allowed to charge clients for interpreters.
Nadeen Laljee-Curran
01:07:23
Aug 21st that is what TIS annoucened
Sender Dovchin
01:10:29
Family members know the medical history better than the translator. Family members can give more accurate explanations than anonymous interpreters. I’ve experienced this personally on so many levels
Beth Mahoney
01:12:07
But family are also more emotionally connected and can sometimes interpret in their owns word and not translated exactly whats been said by the patient
Nadeen Laljee-Curran
01:12:49
Re recent changes to TIS (video)https://www.tisnational.gov.au/en/About-TIS-National/News/Telehealth-video-interpreting-for-medical-consultations-is-available-now
Sender Dovchin
01:13:28
In my experience, the anonymous interpreter was not useful in explaining my mother’s complex medical history. My mom even couldn’t hear what was the interpreter saying through tele service
Belinda Khong
01:14:12
Disease - Sickness - Illness. While these words are often used synonymously, they mean different things.
Richard Lunz
01:15:06
Given this is a talk about responsiveness.. How do you ask/ survey and or get feedback> as cross cultural/age/gender/ATSI and even ATSI to other culture issues
Sofia Lema
01:15:54
VIC Framework captures this well: ‘Cultural responsiveness describes the capacity to respond and adapt to the healthcare issues of diverse communities … health care services that are respectful of, and relevant to, the health beliefs, health practices, culture and linguistic needs of diverse consumer/patient populations and communities’ (VIC Health, 2009)Source: Cultural Responsiveness Framework, VIC 2009
Richard Lunz
01:15:59
https://gh.bmj.com/content/2/4/e000486
Kirsten Jackson
01:16:40
Hi, a quick reminder the webinar is being recorded, and the link will be shared with all registrants, and posted on the Digital Health CRC website here https://www.digitalhealthcrc.com/webinars/
Cinzia Bonciani
01:18:06
Please let's stop talking about cultural awareness...when are we going to talk about cultural safety? Cultural safety and cultural humility is what is required and are about providing safe patient care and that's what it comes down to. As a country we're always willing to risk the healthcare of diverse populations whether they're CALD, Aboriginal, LGBTIQ+ etc
Cinzia Bonciani
01:18:14
It's about EQUITABLE healthcare
Richard Lunz
01:18:26
Great discussionThanksI have to head to another taskKeep SafeRL:)
Cinzia Bonciani
01:18:29
Just realized I didn't post this to all
Marie Yau
01:18:57
A really good point Pip, just 'ask' :-)
Belinda Khong
01:19:01
Can the panel focus on telehealth aspects?
Nadeen Laljee-Curran
01:20:09
Good point re workforce Prie.
Cinzia Bonciani
01:20:16
Individual preferences and needs are what are important; what matters to the patient; not a homogenous view of the world. Telehealth is an additional layer for vulnerable cohorts.
Nadeen Laljee-Curran
01:21:29
Health Consumer's Council also does training for health service providers! :-)
Kerri Strong
01:21:56
Healthdirect have quite a few community language flyers available on their website, which are customisable for each health service
Nadeen Laljee-Curran
01:21:57
I think the question was more about resources for CaLD people to help them use telehealth?
Nadeen Laljee-Curran
01:22:59
We will share these links after the session.
Kerri Strong
01:23:36
https://help.vcc.healthdirect.org.au/templatesandguides/downloads
Silvana Poklar
01:24:00
https://www.racgp.org.au/running-a-practice/technology/clinical-technology/telehealth
Cinzia Bonciani
01:24:11
How do you know the GP's are competent in the language ? Self-assessed?
Sofia Lema
01:26:10
https://humanrights.gov.au/our-work/chapter-4-cultural-safety-and-security-tools-address-lateral-violence-social-justice
Sender Dovchin
01:27:18
Cultural safety is making someone feel welcomed and appreciated
Nadeen Laljee-Curran
01:27:38
Thanks for sharing that link Robyn
Robyn Gill
01:28:11
Sorry that link didn't copy properly - this is correct https://www.openlearning.com/csu/courses/three-rivers-udrh-telehealth/
Rhonda Newton
01:28:46
I would think that the most important aspect to remember is that every single patient we have has their own wants and needs regarding their treatment. As clinicians we need to ensure we are shaping our care to each persons situation, in relation to previous healthcare experiences, CALD background, technology understanding, and health literacy.
Belinda Khong
01:29:00
Great panel with excellent facilitation. Got to go... will watch video. :-)
Robyn Gill
01:29:09
Above link (3 Rivers UDR) great (free) online TH training available for any clinicians who are needing support or training to use TH
rebeccah bartlett
01:29:10
mbs for Telehealth and TIS combined. helps build data demonstrating need
Nadeen Laljee-Curran
01:30:35
THE DREAM!
Nadeen Laljee-Curran
01:30:59
Yes Belinda we can do that no worries.
Belinda Cox
01:31:14
From a trauma informed perspective, especially for services where Psychologists are engaged, service delivery choice is imperative
Melissa Isgro
01:34:16
for anyone interested - http://healthtranslations.vic.gov.au
Cassie Chai
01:34:24
Harmony Alliance is doing a series of webinars that looks at the concept of Intersectionality and various issues affecting refugee and migrant women. It's good to be culturally aware but sometimes competency training can enforce more generalisations.. which can potentially be more backwards
Ann Hennessy
01:34:34
Some local GPs in my area will only book telehealth appointments
Sheridan Linnell
01:36:56
Yes and not to forget that allied health practitioners such arts therapists and counsellors could be included alongside psychologists and social workers- adding to the diversity of choice and responsiveness for diverse families including children… arts in health and arts therapy have been working surprisingly well online to bring in a more holistic experience
Cinzia Bonciani
01:37:48
That's a great point Sheridan
Nicola Smith
01:38:25
Are there any resources that can be sent re engagement of interpreting services in telehealth please
Marie Yau
01:38:52
https://about.healthdirect.gov.au/multi-language-health-resources
Robyn Gill
01:39:45
Speaking of visual resources, our Flinders Uni Physio students are all getting very used to demonstrating exercises over video!
Kirsten Jackson
01:41:30
Hi, a quick reminder the webinar is being recorded, and the link will be shared with all registrants, and posted on the Digital Health CRC website here https://www.digitalhealthcrc.com/webinars/
Yue Hu
01:41:52
From an interpreter's perspective, it is also very useful when the doctor shares screen on HealthDirect with the patient, and the interpreter can see the document clearly. It helps heaps for the interpreter to do sight translation with the patient as well as assist with understanding the context for interpreting.
Natalie Schreurs
01:42:04
Really interesting conversations and fantastic facilitation Pip. Really enjoyed listening!
Robyn Gill
01:42:21
Great point Viv! Some clients just get so fatigued even getting physically to a health service and engagement through TH is so much easier & better for them
Nadeen Laljee-Curran
01:42:27
THANK YOU everyone for your time. Great discussion.
Cinzia Bonciani
01:42:34
Thank you everyone, fabulous conversations:)
Darcy Morris
01:42:39
Thank you to all panellists – a very interesting and insightful discussion
Sofia Lema
01:42:52
Great panel with excellent facilitation thank you all...
Yue Hu
01:42:56
excellent session! Thank you for organising!
Beth Mahoney
01:43:24
CESPHN & Feros Care currently provide a free 12 week telehealth program for over seniors, includes remote monitoring, health literacy and coaching, group interaction that supports GPMP and TCA's and other community programmes https://www.feroscare.com.au/home-care/staying-healthy-living-well. with an aim to expand into CALD in the next few years
Sheridan Linnell
01:43:24
Thankyou to all the panellists for being so frank and open
Ashley Young
01:43:28
Thanks you, a really interesting conversation. Remeber, use interpreters, and gain confidence in having threeway telehealth consults (patient, clinician and interpreter)
Belinda Cox
01:43:39
Thank you so much for everyone sharing their insights. Has been great and looking forward to the next webinar!
Marie Yau
01:44:03
Thanks everyone, this was really insightful.
Robyn Gill
01:44:19
Thanks to all panellists - great session!