Factors affecting intercultural communication in the emergency medical services utilisation of culturally and linguistically diverse users

Emergency medical services (EMS) are a key component of the healthcare system. This thesis investigates EMS utilisation differences between culturally and linguistically diverse (CALD) individuals and non-CALD patients, explores factors impacting service utilisation for CALD users, and evaluates an EMS translation mobile app designed to facilitate communication. The research found that CALD patients used EMS less than non-CALD patients, it determined a set of factors affecting Vietnamese users, and identified issues of user interface/user experience design and language translation for EMS mobile.