American Journal of Preventive Medicine
Volume 43, Issue 6 SUPPL.5, 2012, Pages S475-S482

Toronto's 2-1-1 healthcare services for immigrant populations (Article)

Cortinois A.A.* , Glazier R.H. , Caidi N. , Andrews G. , Herbert-Copley M. , Jadad A.R.
  • a Centre for Global EHealth Innovation, University of Toronto, Toronto General Hospital, 190 Elizabeth Street, Toronto, ON M5G 2C4, Canada
  • b Institute for Clinical Evaluative Sciences, Toronto, ON, Canada, Centre for Research on Inner City Health, St. Michael's Hospital and University of Toronto, Toronto, ON, Canada, Family and Community Medicine, St. Michael's Hospital Toronto, ON, Canada
  • c Faculty of Information, University of Toronto, Toronto, ON, Canada
  • d Department of Health, Aging and Society, Faculty of Social Sciences, McMaster University, Hamilton, ON, Canada
  • e Policy and Stakeholder Relations, United Way of Canada, Ottawa, ON, Canada
  • f Centre for Global EHealth Innovation, University of Toronto, Toronto General Hospital, 190 Elizabeth Street, Toronto, ON M5G 2C4, Canada

Abstract

Background: Although access to information on health services is particularly important for recent immigrants, numerous studies have shown that their use of information and referral services is limited. This study explores the role played by 2-1-1 Toronto in supporting recent immigrants. Purpose: The study objectives were to (1) understand whether 2-1-1 Toronto is reaching and supporting recent immigrants and (2) gain a better appreciation of the information needs of this population group. Methods: A phone survey was conducted in 2005-2006 to collect information on 2-1-1 users' characteristics and levels of satisfaction. Survey data were compared (in 2006) with census data to assess their representativeness. To achieve Objective 2, semistructured qualitative interviews were conducted and analyzed in 2006-2007, with a subset of Spanish-speaking callers. Results: Recent immigrants were overrepresented among 2-1-1 callers. However, the survey population was substantially younger and had higher levels of formal education than the general population. Health-related queries represented almost one third of the total. The survey showed very high levels of satisfaction with the service. Many interviewees described their first experiences with the Canadian healthcare system negatively. Most of them had relied on disjointed, low-quality information sources. They trusted 2-1-1 but had discovered it late. Conclusions: Results are mixed in terms of 2-1-1's support to immigrants. A significant percentage of users do not take full advantage of the service. The service could become the information "entry point" for recent immigrants if it was able to reach them early in the resettlement process. Proactive, community-oriented work and a more creative use of technology could help. © 2012 American Journal of Preventive Medicine.

Author Keywords

[No Keywords available]

Index Keywords

doctor patient relation educational status immigrant human middle aged health service Aged language Information Services Health Services Needs and Demand health personnel attitude Young Adult Humans Adolescent male Canada Emigrants and Immigrants semi structured interview female Referral and Consultation patient satisfaction medical information Article Telephone Ontario major clinical study adult migration health care quality Age Factors health care system Delivery of Health Care empowerment health practitioner Health Services Accessibility Data Collection health survey
Link
https://www.scopus.com/inward/record.uri?eid=2-s2.0-84869411152&doi=10.1016%2fj.amepre.2012.08.010&partnerID=40&md5=8cd37f89f4849f20ecd49d6f55f62a00
DOI: 10.1016/j.amepre.2012.08.010
ISSN: 07493797
Cited by: 9
Original Language: English