A multilingual telephone service for crisis communication with migrant groups: Swedish experiences of responding to the COVID-19 pandemic

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Abstract
Background: Migrants living in socioeconomically disadvantaged neighborhoods in Sweden were overrepresented among the infected and deceased in coronavirus disease 2019 (COVID-19) and vaccination coverage was substantially lower, despite being free of charge. The overarching aim of this study was to analyze the experiences of operating a multilingual telephone service for public health crisis communication targeting migrant communities in Sweden during COVID-19. A secondary objectives was to identify specific opportunities and challenges in delivering culturally appropriate health information during a pandemic crisis. Methods: A qualitative design based on in-depth interviews with 12 health communicators staffing the telephone service was used. Additional quantitative descriptive data on the use of the telephone service are provided for context. Results: The quantitative data revealed that relatively few callers requested basic information about the virus or asked about topics such as where to turn in case of illness. The most common topic was testing for current infection. The thematic analysis identified seven major themes: The rationale behind a multilingual telephone service; the convergence of language, culture, and professional competence in trust building; dialogical dissemination of knowledge; cooperation with other actors and organizations; responding to misinformation and myths; managing emotions, existential concerns, and mental distress; and lessons for future health crisis response. Conclusions: For dissemination of information about COVID-19 and vaccination to migrants during the pandemic, experiences from the multilingual telephone service point to the value of communication that includes the possibility of dialogue with health professionals in a culturally safe mode using one’s native language. For future health crises, our findings emphasize the importance of having a communication strategy targeting vulnerable groups in place as a part of a comprehensive pandemic plan when the need emerges. Trial registration: The study protocol has been preregistered on the Open Science Framework (osf.io/rt47j).
Funding Information
  • Karolinska Institute

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