Article Text
Abstract
Aim Understand the utilization of a newly implemented Māori pathway into the 24 hour free Healthline service provided in Aotearoa New Zealand.
Method Retrospective observational study analyzing data from January to September 2023.
Introduction As the indigenous population of Aotearoa New Zealand, Māori experience worse health outcomes than non-Māori. Barriers to care include costs, transport, childcare, discrimination, and racism. Extra effort is needed to achieve equity as agreed under Te Tiriti o Waitangi. A Government-funded, free-to-use, 24/7 health advice and support service is available to all New Zealanders provided by ‘Whakarongorau Aotearoa’. A Māori pathway vaccination line was introduced by Whakarongorau Aotearoa in December 2021 to improve Māori engagement with COVID-19 vaccinations. The COVID pathway delivered by Māori for Māori demonstrated higher vaccination rates than the standard vaccination pathway and on the basis of this success a Māori pathway was created within the Healthline service.
Methods Retrospective observational cohort study using telehealth data. The Healthline Māori pathway is available from 8 am to 8 pm. Data collection included de-identified data on gender, age group, ethnicity, and district between January 2024 and September 2023.
Results There were 4,495 contacts through the Māori pathway and 300,613 through the general pathway. The majority of contacts utilising the Māori health pathway were from Māori (77%), females (63.3%), and youth aged 20-24. Call outcomes were similar for Māori and the general pathways. There was a 91% satisfaction rate and a 76.12% net promoter score for Māori users.
Discussion There was a 1302% increase in contacts between January and August 2023. High satisfaction and recommendation rates were observed among Māori users. Continuous improvement and potential for addressing Māori health inequity are highlighted.