Providing support for users with disabilities
Dr. Rob’s Video Transcript
Users with disabilities have some real issues, and providing support for them is part of digital healthy navigation. It is not just facilitating them doing a telehealth call, but perhaps them dealing with things like watching TV.
For instance, in my situation about six months ago, I had my back fused. Most of my vertebrae do not move. I have just a little motion in my neck, no up and down motion really to speak of. If I am laying in bed, I am not comfortable being propped up on a pillow, and I really do not have a TV on the ceiling above me.
But I rigged up a mirror above my face so I could watch a television that is mounted at the end of the bedroom, for instance, or the end of the couch. That type of thing. Get creative.
If a client does not have great technical literacy with calling for help, downstairs to use their texting so someone would come up and help them if they are weak, it would be nice. But you can also put a bell next to their bed and do it the same way they did 200 years ago if someone needs help.
What I am saying is get creative. Look for ways to help people who have trouble hearing to make things louder. Look for ways to use the accessibility on their devices to make the screens larger.
And shop for, help them shop for devices such as things available at The Lighthouse in Chicago for the visually impaired. Wonderful things, or scanners that help them be able to read things like their pill bottle, for instance. That is digital healthy navigating also: to help find resources for them and help teach them how to use them and monitor and improvise.
I think Michael Kelegian, a Marine Corps officer now retired, taught me that he used to, in the Marine Corps, all they kept saying to him was adapt, improvise, and overcome. And that is you troubleshooting and adapting for your clients.
Learn It
Digital Navigators must be prepared to support users with disabilities who may need additional assistance accessing telehealth. This includes offering accommodations such as closed captioning, sign-language interpretation, enlarged text, or alternative formats. Navigators should understand how to use screen readers, speech-to-text tools, and other assistive technologies. They should also be aware of durable medical equipment needs—like grab bars, ramps, or adaptive devices—and know when to recommend referrals for home modifications or accessibility services.
Live It
Explore accessibility tools on your own device, such as caption settings, screen magnifiers, text-to-speech, and voice control. Try using a telehealth platform with these features turned on and note where barriers might occur. Practice guiding someone with limited vision, hearing, or mobility through a digital task. Research local resources for durable medical equipment, home safety evaluations, or disability support services so you can confidently direct users to the right assistance.
Share It
Create a short guide titled “Accessible Telehealth Support Checklist.” Include accommodations like captions, interpreters, readable formats, assistive technology, and home safety resources. Share an example of how accessibility tools made communication easier for someone. Post your checklist on your Force for Health feed or class discussion board to help others understand the importance of inclusive telehealth support.
