Providing assistive technology in Italy: the perceived delivery process quality as affecting abandonment

Purpose: The study brings together three aspects rarely observed at once in assistive technology (AT) surveys: (i) the assessment of user interaction/satisfaction with AT and service delivery, (ii) the motivational analysis of AT abandonment, and (iii) the management/design evaluation of AT delivery services. Methods: 15 health professionals and 4 AT experts were involved in modelling and assessing four AT Local Health Delivery Service (Centres) in Italy through a SWOT analysis and a Cognitive Walkthrough. In addition 558 users of the same Centres were interviewed in a telephone survey to rate their satisfaction and AT use. Results: The overall AT abandonment was equal to 19.09%. Different Centres’ management strategies resulted in different percentages of AT disuse, with a range from 12.61% to 24.26%. A significant difference between the declared abandonment and the Centres’ management strategies (p = 0.012) was identified. A strong effect on abandonment was also found due to professionals’ procedures (p = 0.005) and follow-up systems (p = 0.002). Conclusions: The user experience of an AT is affected not only by the quality of the interaction with the AT, but also by the perceived quality of the Centres in support and follow-up.

Implications for Rehabilitation

AT abandonment surveys provide useful information for modelling AT assessment and delivery process.
SWOT and Cognitive Walkthrough analyses have shown suitable methods for exploring limits and advantages in AT service delivery systems.
The study confirms the relevance of person centredness for a successful AT assessment and delivery process.

See the article

CALL FOR PAPERS HCII2015 Session: Enabling user interaction – Models and application for user with disability

The Conference Proceedings will be published by Springer in Lecture Notes in Computer Science (LNCS). This session will be part of the Human-Computer Interaction Thematic Area in the context of HCI International 2015 (http://2015.hci.international) to be held in Los Angeles, CA, USA, 2 – 7 August 2015.

Deadlines:
– Wednesday, 21 January 2015 Abstract submission (800 words) through the CMS, for the review process,

-Sunday, 1 February 2015 Notification of review outcome,

– Friday, 20 February 2015 Submission through the CMS of the camera-ready version (full papers, typically 10 pages, with minimum 8 pages long, maximum 12 pages long) of all papers)

To receive a formal invitation and submit a paper, please email to the chair of the session: simone.borsci@gmail.com

Providing assistive technology in Italy: the perceived delivery process quality as affecting abandonment Read More: http://informahealthcare.com/doi/abs/10.3109/17483107.2014.930191

Purpose: The study brings together three aspects rarely observed at once in assistive technology (AT) surveys: (i) the assessment of user interaction/satisfaction with AT and service delivery, (ii) the motivational analysis of AT abandonment, and (iii) the management/design evaluation of AT delivery services. Methods: 15 health professionals and 4 AT experts were involved in modelling and assessing four AT Local Health Delivery Service (Centres) in Italy through a SWOT analysis and a Cognitive Walkthrough. In addition 558 users of the same Centres were interviewed in a telephone survey to rate their satisfaction and AT use. Results: The overall AT abandonment was equal to 19.09%. Different Centres’ management strategies resulted in different percentages of AT disuse, with a range from 12.61% to 24.26%. A significant difference between the declared abandonment and the Centres’ management strategies (p = 0.012) was identified. A strong effect on abandonment was also found due to professionals’ procedures (p = 0.005) and follow-up systems (p = 0.002). Conclusions: The user experience of an AT is affected not only by the quality of the interaction with the AT, but also by the perceived quality of the Centres in support and follow-up.Implications for Rehabilitation

  • AT abandonment surveys provide useful information for modelling AT assessment and delivery process.

  • SWOT and Cognitive Walkthrough analyses have shown suitable methods for exploring limits and advantages in AT service delivery systems.

  • The study confirms the relevance of person centredness for a successful AT assessment and delivery process.

Read More: http://informahealthcare.com/doi/abs/10.3109/17483107.2014.930191