Sheldon Cheryl, Eagle Speaker Casey, Ruben Amber, McRee Nadine, Oster Richard T, Jackson Andrea, Meckelborg Lori, Berry Sharon, Robillard Madelaine, Osiowy Kevin, Williams Kienan, Wisdom Council Members Alberta Health Services
Swan River First Nation, Kinuso, Alberta, Canada.
Blood Tribe First Nation, Standoff, Alberta, Canada.
BMJ Open Qual. 2024 Dec 5;13(4):e003047. doi: 10.1136/bmjoq-2024-003047.
Indigenous Peoples face inequities in health and healthcare access due to colonial history and systems. To work towards the Truth and Reconciliation Commission of Canada's Calls to Action and the United Nations Declaration on the Rights of Indigenous Peoples, Alberta Health Services has collaborated with a Wisdom Council of engaged Elders and Indigenous community members to tailor programmes for Indigenous Peoples. The Indigenous Support Line (ISL) was created based on the Wisdom Council's advice to provide an Indigenous-specific concerns line, which later expanded into a telehealth line to address any health questions or access issues, including health system navigation and access to Western and Indigenous health and wellness supports. Working from an ethical space guided the process, and Indigenous ways of knowing and Western approaches were respectfully integrated throughout. The percentage of calls answered or abandoned within 10 min was tracked as a key measure for quality improvement, coupled with a patient survey to measure access, accessibility, effectiveness and safety that included several open-ended questions that were treated as qualitative data and analysed using thematic analysis. Between June 2022 and February 2024, 92.7% of inbound calls were answered or abandoned within 10 min. A total of 86 respondents completed the survey, with 100% indicating they were satisfied with the service. Qualitative findings showed respondents felt satisfied with the line and the Indigenous Listeners, were respected during their call, and felt supported to have their concerns addressed. The ISL was successful in increasing Indigenous Peoples' access to care in a culturally safe environment.
由于殖民历史和制度，原住民在健康和医疗保健获取方面面临不平等。为了努力实现加拿大真相与和解委员会的行动呼吁以及《联合国土著人民权利宣言》，艾伯塔省卫生服务局与一个由参与其中的长老和原住民社区成员组成的智慧委员会合作，为原住民量身定制项目。原住民支持热线（ISL）是根据智慧委员会的建议设立的，旨在提供一条专门处理原住民问题的热线，后来扩展为一条远程医疗热线，以解决任何健康问题或获取问题，包括医疗系统导航以及获得西方和原住民健康与 wellness 支持。从一个道德空间出发指导了整个过程，并且原住民的认知方式和西方方法在整个过程中都得到了尊重的整合。将10分钟内接听或放弃的电话百分比作为质量改进的关键指标进行跟踪，同时进行患者调查以衡量获取、可达性、有效性和安全性，调查包括几个开放式问题，这些问题被视为定性数据并使用主题分析进行分析。在2022年6月至2024年2月期间，92.7%的来电在10分钟内得到接听或放弃。共有86名受访者完成了调查，100%的受访者表示对该服务满意。定性研究结果显示，受访者对热线和原住民接听者感到满意，在通话过程中受到尊重，并且觉得自己的问题得到解决得到了支持。ISL成功地增加了原住民在文化安全环境中获得医疗服务的机会。
