Exploring Adoption and Satisfaction with Self-Service Health Technology in Older Age: Perspectives of Healthcare Professionals and Older People

(1) Background. A range of self-service technologies (SST) have been adapted to support the health of older people. Factors involved in older people's and health professionals' perceptions of SST in older age were investigated. (2) Methods. Customer Dominant Logic guided this prospective mixed-methods study, including surveys with people 70 years and over and health professionals and individual semi-structured interviews in a sample of survey respondents. Survey data were descriptively analysed, while interview themes were derived inductively. (3) Results. Surveyed (n = 12) people 70 years and over placed higher value, expressed more positive user experience, were more satisfied and had greater recognition of the benefits of SST, compared with (n = 10) health professionals (p = 0.001), who considered them to be inferior to traditional healthcare. All seven interviewees agreed that despite accessibility issues and complexity, they valued SST support of older people's health, thereby confirming the relevance of Customer Dominant Logic in SST offerings. (4) Conclusions. Since older participants were positive and satisfied in using SSTs that are health-supporting, health professionals have a role in encouraging and assisting older people in their use. This requires targeted SST education for health professionals, and more accessible, user-friendly SST and technological support for older people.

Automated summary

This study investigated the perceptions of self-service technologies (SST) in older age by both older people and health professionals. The findings showed that older people valued SST more and had a more positive user experience compared to health professionals. Interviews also confirmed the relevance of SST for older people's health. Therefore, health professionals have a role in encouraging and assisting older people in using SST, and targeted SST education is needed for health professionals.