Table 2 Emergent Themes and Supporting Patient Statements

Emergent Theme:

Example Quotes

Awareness of COVID-19 Protective Measures:

“During this quarantine time she stays home as directed and only leaves for groceries and knows the precautions to help decrease exposure (wearing masks and washing hands).”

“Reminded him to wash hands regularly and wear a mask.”

Access to Assistance Programs Offered:

“He told me of how his taxi business is experiencing hardship since COVID. It is only one cab, he is a sole owner. [Patient] also explained that he did not know where to go for help. I researched both small business and unemployment benefits. I called the small business administration and they told me they are only issuing loans. I felt unemployment benefits was best for him as he did not want a loan. I texted him at 2:00 the numbers for both DC AND XXX county unemployment.”

“Can't file unemployment or stimulus check. Advised to watch Tuguldur TV on Facebook or Youtube every day for 10–15 min about updates in Mongolian language.”

“Per Doctor, patient had Obamacare and now due to new job, lost insurance. Doctor suggested reapplying due to COVID and he might qualify, resource was sent to patient.”

“[Caller] will research on Aunt Bertha. Can offer resource on free bus tokens or she can apply for Medicaid and medical transportation is free.”

“He says he needs assistance with paying his electric bill, so I will find him a resource to help him. Referred him to Friends for Neighborhood Progress Inc to get assistance with electric bill. I spoke with a representative with the organization and they will help him.”

“Needs assistance with receiving unemployment benefits, got confused with website so am calling unemployment to get her help with filling out the form. She also needs a free clinic to go to for Hepatitis.”

Access to Medical Resources:

“Patient … checks up with Doctor every year, needs medication but too expensive, advised her to call Doctor and ask for generic that insurance will cover because she said it's $1,000 a month. She also has an order for an ultrasound but waiting after this pandemic to go.”

“Missed last appointment. Can't remember if in January. Not taking medications. Advised TeleHealth is available.”

“She also told me she has an MRI of the brain scheduled for May but cancelled it because she wasn't comfortable going into Kaiser during this time.”

“Doctor also said his friend was being treated by Korean doctor through HBI-DC (although we don't know who that is) so he needed his results to get treatment.”

“5/8/20 Will need a Swahili interpreter to make the appt as she really does not understand. … 5/12/20: Doctor's office does have language line. He will try to find Swahili speaker in office. We suggested that someone from office call patient to make an appointment because worried patient won’t be able to navigate prompts on system.”

“He would like to get help to find a doctor to follow up. And his wife is interested in information about future screen events.”

Access to Knowledge and Information on Assistance Programs:

“… I researched both small business and unemployment benefits. I called the small business administration and they told me they are only issuing loans. I felt unemployment benefits was best for him as he did not want a loan. I texted him at 2:00 the numbers for both DC AND XXX county unemployment.”

“Can't file unemployment or stimulus check. Advised to watch Tuguldur TV on Facebook or Youtube every day for 10–15 min about updates in Mongolian language.”

“[Caller] will research on Aunt Bertha. Can offer resource on free bus tokens or she can apply for Medicaid and medical transportation is free.”

“He says he needs assistance with paying his electric bill, so I will find him a resource to help him. Referred him to Friends for Neighborhood Progress Inc to get assistance with electric bill. I spoke with a representative with the organization and they will help him.”

“Needs assistance with receiving unemployment benefits, got confused with website so am calling unemployment to get her help with filling out the form. She also needs a free clinic to go to for Hepatitis.”

Needs and Barriers:

“Patient … needs medication but too expensive, advised her to call Doctor and ask for generic that insurance will cover because she said it's $1,000 a month. She also has an order for an ultrasound but waiting after this pandemic to go.”

“[Spoke with patient’s daughter]. Patient went to Mongolia, taking meds, medications are finishing. Called Doctor for meds, doctor said NIH pharmacy can ship to Mongolia. She has doctor's cell phone. Other medications for keeping normal pulse are finishing too. The HBV meds are finishing mid-May. Advised to call doctor … They tried calling, no success. Found doctor's email address and texted to patient's daughter.”

“…he says he could not remember taking a test with us.”

“Spoke with the patient and he states that he never heard anything about Hep B from the clinic only Hep C.”

“… patient had Obamacare and now due to new job, lost insurance.”

“5/8/20 Will need a Swahili interpreter to make the appt as she really does not understand. … 5/12/20: Doctor's office does have language line. He will try to find Swahili speaker in office. We suggested that someone from office call patient to make an appointment because worried patient won’t be able to navigate prompts on system.”

“She has a hard time getting to the clinic as it is far, and would like to see if we can send her to a clinic closer. … Will let patient know that since she is getting free treatment and care, going twice a year might be the best option for her, especially because they have been following her and her history. [Coordinator] will ask if she has Medicaid/Medicare because there are more options for free transportation. In the meantime, will research on Aunt Bertha. Can offer resource on free bus tokens or she can apply for Medicaid and medical transportation is free.”

“… patient still has not been to doctors, does not seemed too concerned since he's had it since childhood, he also says he's too lazy to go and has many friends and family members who have Hep B and they're fine, some on meds and some aren't, he seems concerned about side effects of medications…”

“He just got a Ultrasound test from his family doctor on 5/15/20 because of the pain in the stomach. But he didn't got the result yet. He would like get some information about how to get free or reduce cost medication. He doesn't have insurance and have financial hardship to get treatment.”

“Needs help with food assistance and would like us to find him a Doctor near Frederick as Baltimore is too far. Sent him the information through Aunt Bertha for food stamps.”