A qualitative study of user experiences from the implementation of new technology in healthcare services, Norway

Abstract

Healthcare services are facing major challenges in the years to come, due in part to demographic changes such as ageing populations. Welfare technology is one important means of meeting these challenges. However, technical problems, lack of internet access and varying capacity among service providers seem to be causing problems. Research on resistance to healthcare information technologies is multifaceted, and relatively little attention has been given to understanding it. The aim of this follow-up study was to explore, identify, and describe attitudes and beliefs among employees and patients in home-based care services during the introduction stage of a new digital alarm system in three municipalities in Norway. Through a qualitative, cross-sectional follow-up study with an explorative design, the participants (n=21), were strategically and conveniently selected. The findings show that experiencing the pros and cons of a new alarm system fosters a feeling of ambivalence among employees towards the new technology. Therefore, it is important to acknowledge the challenges posed by modern technology in healthcare settings. If the aim of new technology is to improve quality of care for the elderly, we must simultaneously improve the working environment. The findings in this study emphasize the value of focusing on the recruitment of new employees and solving psychosocial matters among employees more effectively. The focus should be on organizational processes that create social value and a culture open to innovation.