Land Lesley Pek Wee, Chenoweth Lynn, Zhang Yukun Grant
UNSW Business, UNSW Sydney, Kensington, NSW 2052, Australia.
Centre for Healthy Brain Ageing (CHeBA), UNSW Sydney, Kensington, NSW 2052, Australia.
Healthcare (Basel). 2022 Apr 15;10(4):738. doi: 10.3390/healthcare10040738.
(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 ( = 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.
(1) 背景。一系列自助服务技术（SST）已被调整用于支持老年人的健康。本研究调查了影响老年人和健康专业人员对老年群体中SST认知的因素。(2) 方法。以顾客主导逻辑指导这项前瞻性混合方法研究，包括对70岁及以上人群和健康专业人员进行调查，以及对部分调查对象进行个人半结构化访谈。对调查数据进行描述性分析，访谈主题通过归纳得出。(3) 结果。与10名健康专业人员相比，12名70岁及以上的被调查者对SST的评价更高，表达了更积极的用户体验，更满意且对SST的益处有更高认可度（P = 0.001），健康专业人员认为SST不如传统医疗保健。所有7名受访者都认为，尽管存在可及性问题和复杂性，但他们重视SST对老年人健康的支持，从而证实了顾客主导逻辑在SST产品中的相关性。(4) 结论。由于老年参与者在使用支持健康的SST时持积极态度且感到满意，健康专业人员在鼓励和协助老年人使用SST方面可发挥作用。这需要为健康专业人员提供有针对性的SST教育，以及为老年人提供更易获取、用户友好的SST和技术支持。
