Breaking Down Barriers in Healthcare

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Breaking Down Barriers in Healthcare: Perspective from AudioEye’s Disability ERG

Posted October 24, 2024

AudioEye

Posted October 24, 2024

Headshot of Ana Jacob and a red shield with a white plus in the center, next to a caption that reads "Breaking Down Barriers in Healthcare: Perspective from AudioEye’s Disability ERG."
Headshot of Ana Jacob and a red shield with a white plus in the center, next to a caption that reads "Breaking Down Barriers in Healthcare: Perspective from AudioEye’s Disability ERG."

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In this blog, AudioEye A11iance member Ana Jacob highlights the need for greater accessibility in healthcare, particularly for people with disabilities, who often face barriers with inaccessible documents and untrained medical professionals. She emphasizes the role of patient advocates and the importance of healthcare providers listening and learning from their patients to deliver more inclusive and effective care.

Accessibility and healthcare are both topics that are extremely important to me. I’ve lived with a combination of chronic illness and multiple disabilities all my life, so by now, I’ve seen the good, the bad, and the baffling. Given this background, I was honored to host an AudioEye webinar for their Disability Employee Resource Group (ERG). The Disability ERG is uniquely led by AudioEye employees with disabilities and attended by employees with disabilities and allies. It’s a space where we can educate and support each other. This webinar was no exception and featured members of our A11iance community and the AudioEye staff team, who spoke candidly about their experiences navigating the healthcare system.

Accessibility Leads to Better Usability, Which Leads to Better Patient Experiences 

One of the common themes that came up several times was the need for accessible documents before, during, and after appointments and procedures. Intake forms, paperwork in the office, and discharge instructions are rarely available in accessible formats. Accessibility is seldom considered, often leaving patients to advocate for accommodations, and even then, advocacy is not always successful. This struggle highlights a broader issue within healthcare—digital accessibility. When digital documents are designed with accessibility, they become more usable for everyone, not just those with disabilities, highlighting the concept of inclusive design, the idea that we want to create products, services, and experiences accessible and usable by as many people as possible. Providing forms that are screen-reader friendly, offering digital versions of printed materials, and ensuring that all online patient portals meet accessibility standards are simple yet impactful changes that improve usability. By making these adjustments, healthcare providers can offer a more inclusive environment, reduce the burden on patients to advocate for their own needs, and ultimately provide a better, more accessible experience for all.

The Power of Patient Advocates 

A key takeaway for me was realizing the role patient advocates can play. A patient advocate helps patients navigate the healthcare system, ensuring they receive the care and services they need by addressing issues such as understanding medical procedures, interpreting medical jargon, and resolving accessibility barriers. During a recent hospitalization, I had to involve a patient advocate to get my discharge paperwork in an accessible format. It struck me how underutilized these resources are, and I now encourage others to seek outpatient advocates whenever they encounter accessibility barriers. This experience reinforced how crucial human involvement is in healthcare. While technology and automation can enhance processes, nothing can replace a dedicated advocate's empathy, understanding, and problem-solving abilities. They remind us that, at its core, healthcare is about human connection and support, bridging gaps that technology alone cannot fill.

A Call for Healthcare Professionals to Listen 

As a group, we shared stories about the frustrating and often disheartening encounters with medical professionals who have limited experience working with people with disabilities or who don’t know how to interact with us. Lack of awareness and patronizing behavior are things we have all unfortunately experienced. Healthcare professionals need to ask questions and be willing to learn from their patients. It's not just about diagnosing and treating but listening and understanding our lived experiences. This is not just a “nice-to-have” but essential to delivering quality patient healthcare. Talk to us directly and ask the questions you need to provide high-quality medical care. We all start somewhere, and being open to learning is an integral step toward making healthcare more accessible.

Utilizing Available Resources & Making an Impact

Conversations like these are so important, and hosting this webinar gave me a renewed sense of hope and solidarity, reaffirming that sharing our stories can lead to positive change. Actively sharing experiences helps raise awareness and push for the accessible healthcare we deserve. When businesses work closely with people with disabilities, we can work together to create solutions that genuinely make a difference and create accessible experiences that are not just possible but sustainable. 

Join the Conversation to Change Healthcare

If you’re in the healthcare field or know someone who is, consider sharing this conversation. It might be the spark needed to make healthcare more accessible and inclusive. Accessibility is not just a checkbox. It's about creating environments where everyone feels heard, respected, and valued. For some of us, accessibility can be the difference between receiving proper and informed medical care or being left in the dark and denied our independence. By engaging in discussions like these, healthcare professionals can gain insight into the unique challenges faced by patients with disabilities and learn how to address them effectively. Together, we can advocate for a healthcare system that serves everyone equitably, regardless of ability. Let's keep the momentum going and work toward a future where accessibility is the norm, not the exception.

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