47 Reducing ethnic healthcare disparities through the implementation of video-remote intercultural mediation (VRIM) services

Abstract OP 25: Exclusion and Discrimination 3, B207 (FCSH), September 4, 2025, 14:45 - 15:45 Studies have shown that refugees and migrantsoften receive lower-quality healthcare compared to the host population. There is compelling international evidence on the negative impact of linguistic and cultural barriers on health care quality for refugees and migrants. To resolve these barriers and to improve the quality of care for these groups, it was decided to implement a video-remote intercultural mediation (VRIM) program. Through a dedicated app, healthcare providers can book and, in many cases, immediately access the services of an appropriate intercultural mediator. During our presentation, we will share and discuss the results of a qualitative and quantitative evaluation of this initiative. We conducted in-depth interviews with caregivers and other relevant informants (N = 46) who had made use of the VRIM-service. 12 focus groups with intercultural mediators involved in the program were organized. Both groups of informants were invited to report ‘compliments and complaints’ made by patients. In addition, we analyzed the number of requested interventions. Finally, the evaluation also took into account information obtained during meetings and informal contacts with care providers and intercultural mediators. Health-care providers and patients alike considered VRIM an acceptable and valid strategy to resolve linguistic and socio-cultural barriers. The service improved the quality of communication and contributed to bridging cultural gaps (although to a lesser extent than on-site intercultural mediation). Health-care providers recounted instances in which mediators had provided information on the meaning of certain concepts or terms used by patients. However, the uptake of mediation services by health-care providers has been slow at first and it is difficult for intercultural mediators to perform much-needed roles that go beyond linguistic interpreting and cultural clarification. VRIM is an effective strategy to reduce ethnic healthcare inequities.?It is important to provide support to healthcare organizations to implement VRIM and to overcome resistance in the work force.