‘Meeting people where they’re at’: user profile, acceptability, and impact of an integrated mobile health service for people experiencing disadvantage

Objectives: The aim of this study was to explore the user profile, acceptability, and impact of the Pathways to Access and Treatment (PAT) mobile health service in Canberra, the capital city of Australia. 

Methods: In late 2022, we conducted a mixed-methods service evaluation, integrating data from 23 service user interviews, 8 stakeholder interviews, 58 service user surveys, and operational service records from Directions Health Services (who deliver the service). Triangulating across these data, we analysed the profile of service users (e.g. demographics, health, drug use), service acceptability, and impact. 

Results: PAT reached diverse disadvantaged populations (e.g. 22.4% living with disability, 10.3% Aboriginal and/or Torres Strait Islander Australians). The acceptability of the service model and quality of care were very high among both service users and stakeholders. Participants highlighted key positive aspects of the service, such as access to a range of services, convenient locations, and unrushed, person-centred care. Impact was demonstrated through successful connection to broader health services and improved health outcomes. Preliminary evidence suggests that PAT access might also prevent unnecessary tertiary care presentations; however, further evaluation is needed to confirm this. 

Conclusions: The PAT service has high acceptability and impact, reaching a diverse range of people who would otherwise be disconnected from health services.