Best Practices for Improving Accessibility in Virtual Care

Abstract

Social work services prior to the COVID-19 pandemic generally preferred in-person service delivery. When the lockdowns during the COVID-19 pandemic began, social workers needed to modify their practice and pivot to a virtual delivery format to ensure safety as well as continuity of service for the individuals and communities they support. Current literature on virtual care in social work lacks clear identification of best practices for virtual care service delivery. Additionally, 1 in 5 Canadians have a disability. Given the prevalence of disability, social workers must consider how accessibility is impacted by service delivery methods. This research aims to address the gap in the literature by centering the narratives of 7 social workers who have disabilities, who both access and provide virtual care services. This research is guided by Critical Disability Theory (CDT) and the Nothing About Us Without Us movement to explore the social construction of disability within virtual care service delivery, from the perspective of those with disabilities. A focus group was conducted to elicit the experiences of these social workers. Using narrative and reflexive thematic analysis, five themes were identified: 1) digital literacy, 2) privacy, 3) factors enhancing accessibility, 4) factors challenging accessibility, and 5) practice standards in the digital domain. Reflecting on the themes identified in the data analysis, in conjunction with the literature review, a set of guiding best practices are proposed to support accessible virtual care service delivery in social work. Implications for policy and practice are discussed, as well as limitations of this research and potential directions for future research in virtual care and accessibility.