Information provision messages

Inform applicants about the following. Note that some information provision messages need to be only provided to applicants with special needs.

• The healthcare provided regarding:
  • emergency services
  • treatment of illnesses and medical conditions and the available mental health care
  • sexual and reproductive healthcare. 
• The available rehabilitation services (e.g. physical rehabilitation, speech therapy).
• The availability of assistive medical devices (e.g. wheelchairs, hearing aids or oxygen equipment) including where and how to make an appointment to benefit from such devices. 
• The available treatment for mental health conditions (e.g. psychiatric attention and treatment or psychological counselling, community-based therapy, or other supportive interventions).
• The available treatment for serious mental health disorders (e.g. access to psychiatric care, medication or hospital treatment, where applicable).
• How to access healthcare services (specify if they are provided inside or outside the reception centre, e.g. through the local health unit, or if some services are provided inside and others outside).
• Any preventive medical treatment, such as vaccinations. 
• The confidentiality principles and what this means in practice. 
• The possibility of having same-gender medical staff and interpreters during the medical checks, when possible. 
• If an interpreter is not available, another adult (e.g. a family member) may assist with translation, with the applicant’s consent, to avoid delays in treatment.
• The fact that the authorities may require applicants to contribute to or reimburse the costs of healthcare if it is established that they had sufficient financial means when the care was provided.
• The emergency contact details and the circumstances under which emergency healthcare may be accessed (e.g. severe injury, sudden onset of illness, acute mental health crisis or life-threatening allergic reaction).
• The procedure in place to access the medical file, including the applicable data protection and confidentiality requirements.
• The available support for women affected by female genital mutilation. 
• The contact details of relevant stakeholders (e.g. non-governmental organisations, international organisations) that may offer additional information on available healthcare support as well as stakeholders providing treatment services, or peer support groups.

Information provided to parents about the available healthcare for children.

Inform parents about the following.

• Healthcare services (including psychological care) available for children and how to access it.
• Rehabilitation services available for children who experienced any form of exploitation, torture or suffered because of the war, among others.
• The possibility to request an interpreter to facilitate communication with healthcare professionals, and if an interpreter is not available, by another adult (e.g. a family member), with the parent’s or representative’s consent.
• The procedure in place to access the child’s medical record, including the applicable data protection and confidentiality requirements.
• The available information sessions on health prevention measures organised for children (e.g. hygiene practices, nutrition or mental well-being), both inside and outside the reception facilities.
• The available activities for adolescents that focus on awareness and prevention of risks related to drug and alcohol use, smoking and sexual and reproductive health
• The possibility for an unaccompanied minor to be accompanied by a member of the reception staff or a legal representative to visit healthcare services, in line with national law and practice (when relevant).
• The contact details of external national or international organisations that provide additional preventive health care support to both unaccompanied and accompanied children (e.g. psychoeducational activities, discussion groups, information sessions on psychosomatic issues).

Practical tips

• Adjust communication with applicants by ensuring that healthcare terminology is properly explained. Applicants may not be familiar with terms such as psychologist, mental health, diagnosis. Stigma may also act as a barrier to seeking support. 
• Encourage applicants to inform reception staff about any health issues, such as disabilities, psychological distress or past experiences of violence. This means they can be referred to the appropriate medical or social support services.
• Use visual support, such as pictograms and explanatory animations, to facilitate understanding and prevent misunderstanding.
• Involve healthcare providers in developing information materials and organising thematic information sessions, such as those on personal hygiene routines or healthy eating tips, to promote overall well-being and disease prevention.
• When providing healthcare-related information to applicants with special needs, ensure coordination with relevant services (e.g. social services, child protection and education services) and inform them about the specialised support available. 
• Ensure that information provision to people with special needs caters for any intersectional vulnerabilities they may have and refer them to the relevant specialised services. 
• Organise individual sessions as needed to provide targeted information and to build trust with applicants to ensure their willingness to disclose vulnerabilities, medical conditions and to seek treatment.
• Provide messages to promote destigmatisation of certain healthcare conditions, such as mental health issues, chronic diseases and substance addictions. 
• Consider holding separate sessions with female applicants to discuss sensitive health-related issues such as reproductive health, contraception, menstrual hygiene and maternal care. 
• Promote healthy habits and community building among children. This can be done by organising cooking workshops and discussions on balanced nutrition, with support from the community or non-governmental organisations. This format allows staff to observe and guide children in a supportive environment while helping them develop practical skills for independent living.
• Address the health needs of young people during adolescence by organising age-appropriate activities that provide information on physical and emotional changes, hygiene, nutrition, mental health and relationships. Encourage open discussions in a safe and supportive environment and involving healthcare professionals or trained facilitators when needed.
• Ensure the applicant’s access to their medical records by providing clear guidance for requesting copies and, with their informed consent, allowing the secure sharing of records between authorised medical professionals to support continuity of care, in accordance with national law and data-protection rules.