“Call a Teenager… That’s What I Do!” - Grandchildren Help Older Adults Use New Technologies: Qualitative Study

Abstract

Background Although family technical support seems intuitive, there is very little research exploring this topic. Objective The objective of this study was to conduct a subanalysis of data collected from a large-scale qualitative project regarding older adults’ experiences in using health information technology. Specifically, the subanalysis explored older adults’ experiences with technology support from family members to inform strategies for promoting older adults’ engagement with new health technologies. Although the primary analysis of the original study was theoretically driven, this paper reports results from an inductive, open-coding analysis. Methods This is a subanalysis of a major code identified unexpectedly from a qualitative study investigating older adults’ use experience of a widespread health technology, the patient portal. A total of 24 older patients (≥65 years) with multiple chronic conditions (Charlson Comorbidity Index >2) participated in focus groups conducted at the patients’ primary clinic. While conducting the primary theoretically driven analysis, coders utilized an open-coding approach to ensure important ideas not reflected in the theoretical code book were captured. Open coding resulted in 1 code: family support . This subanalysis further categorized family support by who provided tech support, how tech support was offered, and the opinions of older participants about receiving family tech support. Results The participants were not specifically asked about family support, yet themes around family assistance and encouragement for technology emerged from every focus group. Participants repeatedly mentioned that they called their grandchildren and adult children if they needed help with technology. Participants also reported that family members experienced difficulty when teaching technology use. Family members struggled to explain simple technology tasks and were frustrated by the slow teaching process. Conclusions The results suggest that older adults ask their family members, particularly grandchildren, to support them in the use of new technologies. However, family may experience difficulties in providing this support. Older adults will be increasingly expected to use health technologies, and family members may help with tech support. Providers and health systems should consider potential family support and engagement strategies to foster adoption and use among older patients.

Health information technology to improve care for people with multiple chronic conditions

“…The review identified 16 studies including seven RCTs that studied self‐management support, quality of life, and health service utilization (Table 1). 70–86 These health IT interventions were delivered via patient portal, remote patient monitoring technology, patient‐reported outcome collection applications, and telemedicine virtual coaching 72,73,78,79,81,82,87 …”

“…These barriers inhibit interactive feedback from clinicians and lower patient motivation to stay engaged in self‐management 82,83 . Also, PLWMCC are often older adults who rely on family/caregivers for technical support, but family members reported that they lacked confidence to give this training, struggled to explain simple technology tasks, and were frustrated by the slow learning process 80 . These two qualitative studies assessed the usability and acceptance of telemonitoring with regard to MCC self‐management 83,85 .…”

Mobile Apps for Older Adults: Systematic Search and Evaluation Within Online Stores

“…Taking end users into account increases the usability, uptake, and effectiveness of interventions [ 92 ]. After developing a new mobile app, it is essential to invest time in training tools, in-person training, user manuals, and support hotlines regarding the use of mobile app, as many older adults want to receive technical and social support for the installation, exploration, and learning of a mobile app [ 16 , 74 , 93 - 95 ]. Only making mobile apps available in the app stores will fail to optimize their use by older adults [ 96 ].…”

“…Promotion measures as reimbursement of costs of mobile apps with proven effectiveness through health care providers and targeted information campaigns on existing high-quality mobile apps for older adults and their relatives could help them to integrate high-quality mobile apps into their daily lives [ 93 , 97 ].…”

An Untapped Potential in Primary Care: Semi-Structured Interviews with Clinicians on How Patient Portals Will Work for Caregivers in the Safety Net

“…Patients with low health literacy similarly benefit from the involvement of trusted family or friends during medical visits [ 17 , 18 ]. Prior studies among older patients have confirmed that family members facilitate patient access and use of the patient portal [ 19 , 20 ] and utilize the patient portal for the patient [ 21 - 25 ]. Given that these patients are interested in sharing electronic health information with family members or close friends [ 19 , 20 , 26 , 27 ], tailored strategies are needed to engage family members or friends in accessing health care digitally, especially in safety-net settings with a majority proportion of vulnerable patients and where caregivers play a key role in patient care.…”