Background

Kingston, a hub for higher education with institutions like Queen’s University, St. Lawrence College, and The Royal Military College, has seen an influx of international students. These students bring diversity and economic contributions but face unique challenges, particularly in accessing and understanding healthcare services. While many qualify for private health insurance, navigating healthcare systems and insurance policies can be daunting, especially in a new cultural and linguistic environment. Despite resources provided by institutions, gaps in accessibility and comprehension persist, underscoring the need for a tailored UX approach to improve the healthcare experience.

Project Overview

This project investigated the barriers international students face in accessing healthcare services in Kingston. It focused on evaluating their awareness of available resources, understanding their satisfaction with healthcare experiences, and proposing actionable strategies to improve inclusivity and accessibility.

Goals

1. Identify the primary challenges international students face when accessing healthcare.

2. Assess their awareness of resources, including clinics, hospitals, and mental health services.

3. Understand their level of comprehension regarding health insurance policies.

4. Evaluate the role of financial, cultural, and linguistic barriers in shaping their experiences.

5. Develop practical solutions to address these challenges and enhance the healthcare system’s inclusivity.

Research Questions

Primary Questions

1. How accessible are healthcare services in terms of location, availability, and appointment scheduling?

2. How effectively do students navigate health insurance systems?

3. What is the awareness level among students about local healthcare resources?

4. How well do students understand their insurance coverage, and what affects their satisfaction?

5. What are the main barriers to accessing healthcare?

Secondary Questions

1. How do Kingston’s healthcare services for international students compare to those in similar cities?

2. Are healthcare providers perceived as culturally sensitive?

3. Do students feel comfortable accessing mental health services?

4. How do financial constraints affect healthcare access?

5. What improvements do students recommend?

Research Methods

1. Surveys: Quantitative data was collected from 26 international students to understand general trends in healthcare access, awareness, and satisfaction.

2. Interviews: Conducted in-depth interviews with 12 students to explore personal challenges, focusing on language barriers, cultural differences, and satisfaction levels.

3. Competitive Analysis: Studied healthcare systems in nearby cities to benchmark strengths and weaknesses.

4. Design Thinking Workshop: Held a session during the International Student Symposium to engage students in empathy mapping, identifying obstacles, and co-creating solutions.

   
   

Key Findings

1. Awareness Gaps: Many students lacked knowledge of local healthcare services, including clinics, hospitals, and mental health resources.

2. Insurance Complexity: Students found health insurance policies difficult to understand, leading to confusion about coverage and eligibility.

3. Long Wait Times: Delays in securing appointments were a recurring complaint, particularly for primary care and specialist services.

4. Financial Barriers: High out-of-pocket costs for services not covered by insurance deterred many students from seeking care.

5. Language and Cultural Barriers: Communication issues and perceived insensitivity from providers created discomfort and dissatisfaction.

6. Mental Health Stigma: Despite the availability of resources, many students hesitated to seek mental health support due to stigma and cultural differences.

   
   

Proposed Solutions

1. Enhanced Communication and Awareness:

   1. Launch multilingual guides and workshops to help students navigate healthcare systems and understand insurance coverage.

   2. Use social media campaigns to raise awareness about available healthcare resources.

   
   

2. Affordable and Inclusive Services:

   1. Partner with local healthcare providers to offer discounts or subsidized rates for international students.

   2. Advocate for broader health insurance coverage to address unmet needs.

   
   

3. Remote Healthcare Options:

   1. Expand tele-health services for easier access to primary care and mental health consultations.

   
   

4. Language and Cultural Training:

   1. Provide cultural competency training for healthcare providers.

   2. Introduce translation services or hire multilingual staff in key healthcare facilities.

   
   

5. Mental Health Support:

   1. Develop targeted campaigns to reduce stigma and encourage students to access mental health resources.

   2. Offer culturally tailored mental health programs to address diverse needs.

   
   

6. Centralized Scheduling Platform:

   1. Create an online portal to streamline appointment booking and management for healthcare services.

   
   

7. Feedback Mechanisms:

   1. Establish regular feedback loops through surveys or focus groups to understand evolving needs and adjust services accordingly.

Design Thinking Session

During the International Student Symposium, participants engaged in:

• Empathy Mapping: Identifying pain points related to healthcare access.

• Ideation: Brainstorming solutions to address identified barriers.

• Prototyping: Proposing practical strategies for implementation.

This session provided valuable insights directly from students, ensuring proposed solutions were relevant and impactful.

Key Recommendations

1. Launch awareness campaigns to educate students about healthcare resources and insurance coverage.

2. Improve telehealth services for convenience and accessibility.

3. Expand mental health resources and reduce associated stigma.

4. Enhance cultural sensitivity among healthcare providers through training.

5. Advocate for policy changes to reduce financial and regulatory barriers.

   
   

Conclusion

This UX analysis provided a detailed understanding of the challenges faced by international students in accessing healthcare in Kingston. The findings highlight critical gaps in awareness, affordability, and inclusivity. By implementing the proposed solutions, the City of Kingston can create a more student-friendly healthcare environment, ensuring international students feel supported and valued as an integral part of the community. These actionable insights pave the way for a more inclusive, accessible, and culturally sensitive healthcare system tailored to the unique needs of this growing demographic.