Creation of the Indigenous Support Line for health system navigation and culturally safe access to care: a quality improvement project
Bibliographic record
Abstract
Indigenous Peoples face inequities in health and healthcare access due to colonial history and systems. To work towards the Truth and Reconciliation Commission of Canada's Calls to Action and the United Nations Declaration on the Rights of Indigenous Peoples, Alberta Health Services has collaborated with a Wisdom Council of engaged Elders and Indigenous community members to tailor programmes for Indigenous Peoples. The Indigenous Support Line (ISL) was created based on the Wisdom Council's advice to provide an Indigenous-specific concerns line, which later expanded into a telehealth line to address any health questions or access issues, including health system navigation and access to Western and Indigenous health and wellness supports. Working from an ethical space guided the process, and Indigenous ways of knowing and Western approaches were respectfully integrated throughout. The percentage of calls answered or abandoned within 10 min was tracked as a key measure for quality improvement, coupled with a patient survey to measure access, accessibility, effectiveness and safety that included several open-ended questions that were treated as qualitative data and analysed using thematic analysis. Between June 2022 and February 2024, 92.7% of inbound calls were answered or abandoned within 10 min. A total of 86 respondents completed the survey, with 100% indicating they were satisfied with the service. Qualitative findings showed respondents felt satisfied with the line and the Indigenous Listeners, were respected during their call, and felt supported to have their concerns addressed. The ISL was successful in increasing Indigenous Peoples' access to care in a culturally safe environment.
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How this classification was reachedexpand
Full frame distilled prediction
Teacher imitationNot calibrated prevalence, not ground truth. Human validation pending. Learned from the 10,348 direct Codex labels and 10,348 direct Gemma labels. Candidate is the union of thresholded teacher heads; consensus is their intersection. These outputs are machine_predicted_unvalidated and are not human labels or direct frontier model labels.
Codex and Gemma teacher scores by category
| Category | Codex | Gemma |
|---|---|---|
| Metaresearch | 0.008 | 0.000 |
| Meta-epidemiology (narrow) | 0.000 | 0.000 |
| Meta-epidemiology (broad) | 0.000 | 0.000 |
| Bibliometrics | 0.000 | 0.000 |
| Science and technology studies | 0.004 | 0.000 |
| Scholarly communication | 0.000 | 0.000 |
| Open science | 0.001 | 0.000 |
| Research integrity | 0.000 | 0.000 |
| Insufficient payload (model declined to judge) | 0.000 | 0.000 |
Machine scores (provisional)
The two teacher heads of the student model, read on this work. A score orders the frame for review; it never asserts a category, and the validation status ships verbatim with every row.
Baseline scores from an immature model (maturity gate not passed, 7 training rounds). Scores rank; they never assert a category.
score_only:v0-immature-baseline · verbatim from the scoring run: score_only means the number may rank works, and no category label ships from itClassification
machine, unvalidatedMachine predicted; a candidate call from one teacher head, not a consensus.
How this classification was reached, model by model and score by score, is at the end of the page under "How this classification was reached".