Equitable Healthcare Access: Understanding Factors Impacting Healthcare Access for Culturally and Linguistically Diverse Consumers

As healthcare demand continues to rise and resources remain limited, many health services have introduced virtual front door (VFD) models—typically using hotlines and/or web portals—to streamline clinical triage and reduce unnecessary emergency department visits. This study aimed to explore culturally and linguistically diverse (CALD) consumers’ experiences and barriers to accessing healthcare (including through the VFD) in New South Wales. Semi-structured interviews with CALD consumers and clinicians revealed key barriers, including low awareness, low confidence, low trust or a lack of reassurance, and mixed expectations of digital experiences. Co-designing healthcare access initiatives such as the VFD with CALD consumers is recommended to improve their experience and uptake, thereby maximising the impact of these initiatives.