From medical support to health information and navigation: volunteer perspectives on the potential of a digital helpdesk to support equitable healthcare access for mobile populations living in disadvantaged circumstances in Europe

Abstract Background Mobile populations living in disadvantaged circumstances in Europe, including refugees and (un)documented migrants, face persistent barriers to healthcare access. Digital approaches may support healthcare navigation, information provision, and access to care. This study explored volunteers’ perspectives on the potential development and implementation of a volunteer-operated digital helpdesk intended to provide remote health information, guidance, and clinical support to mobile populations living in disadvantaged circumstances in Europe. Methods This exploratory pre-implementation study combined a survey (n = 73) and semi-structured in-depth interviews (n = 14) with volunteers experienced in supporting mobile populations. Interview participants were recruited through the survey and purposively sampled to ensure professional diversity. Survey data were analysed descriptively, and interviews were thematically analysed using a hybrid deductive-inductive approach guided by the Health Equity Implementation Framework. Results Of the survey respondents, 97% believed a digital helpdesk could support the health and well-being of mobile populations, and 85% were willing to volunteer remotely. However, 60% expressed concerns about the risks of providing remote support to mobile populations. Interviews highlighted concerns about patient safety, diagnostic limitations of remote interaction, medical liability, trust, and differences between European healthcare systems, which may influence access to appropriate care. Conclusions Most participants questioned the feasibility of a digital helpdesk, including remote clinical support, and instead favoured an information- and signposting-based platform directing users to existing services. Future research should explore the feasibility and acceptability of such a platform and its potential to contribute to more equitable healthcare access for mobile populations in Europe.