Evaluation of the Aboriginal and Torres Strait Islander Outpatient Clinic: a mixed-methods study

Objectives An Aboriginal and Torres Strait Islander Outpatient Clinic (the Clinic) was established in 2021 at a large metropolitan health service in Melbourne, Australia. The Clinic is a tailored, inclusive, culturally safe and consumer-focused hospital outpatient service model of care. This study is an evaluation of the Clinic. Methods The study used a mixed-methods approach using prospective and retrospective recruitment. Eleven patients attending the Clinic in 2024 or in the 12months prior were interviewed to investigate their experience with the Clinic. In addition, 15 patients completed a cross-sectional patient satisfaction survey. Results Four key themes emerged: (1) healthcare provider relationship, (2) positive impact on health, (3) logistic factors and (4) cultural safety. Sub-themes were identified for the key themes. Survey responses were very positive (>80% provided a strongly agree response) for survey items related to interpersonal skills and cultural safety. Positive, but slightly lower ratings (<70% provided a strongly agree response) were received for statements relating to shared decision making, education and access. Recommendations were made regarding navigating the health service, including allocation of a point of contact for assistance with appointments, an additional and final appointment after their plan of care is established, and basing the Clinic in the community. Conclusions An Aboriginal and Torres Strait Islander Outpatient Clinic previously designed with information provided by Aboriginal patients and healthcare providers was evaluated from the patient's perspective. The findings contribute to a better understanding of enablers to accessing health care for Aboriginal and Torres Strait Islander peoples.