Assessing LGBTQ+ inclusivity and visibility in the online materials of an Australian local health network

Healthcare access can be encouraged or inhibited at multiple stages of engagement with an organisation. Extensive evidence of barriers specific to lesbian, gay, bisexual, trans, and queer (LGBTQ+) service-users has been documented across all stages of access. However, less attention has been paid to the ways in which materials accessible to service-users before they access such services may influence access decisions. Public-facing online materials are a key component of such materials. This study aimed to assess the LGBTQ+ inclusivity of the public-facing online materials of an Australian public health network through such an access-lens. A directed content analysis was undertaken of the health network’s public-facing online materials. This analysis replicates and extends upon the framework established by Ussher and colleagues (2023) in their similar survey of patient-oriented cancer websites. Content that was explicitly inclusive, implicitly inclusive, or explicitly exclusive of LGBTQ+ people within the materials was identified. Additionally, where materials were explicitly inclusive of LGBTQ+ people, we aimed to identify where these materials were also intersectional; representing the diversity of cultural identities, faiths, relationships, and needs of LGBTQ+ people. A total of 344 pieces of material across 271 service and clinic-specific sites were examined. 234 did not use any personal language. Explicit LGBTQ+ inclusion was identified in none of the materials ( n = 0). A small sample of materials were implicitly inclusive ( n = 66). A small number of materials were explicitly trans exclusive ( n = 26). None ( n = 0) of the materials included an intersectional approach. Australian health networks are intended to be accessible to all members of the community within their catchments. It is core business that such networks ensure LGBTQ+ service users feel welcome, understood, and safe throughout their access-journey. Our findings underscore the ways in which a lack of consideration of inclusivity in public-facing online materials can unintentionally inhibit access for LGBTQ+ service users. We discuss the importance of pairing action to rectify underrepresentation with changes to practice; ensuring safety throughout service-user engagement.