Evaluation of usability and acceptability of Telemental health service among vulnerable occupational workers: A formative study based on user-centered design (Preprint)

Abstract

BACKGROUND The COVID-19 pandemic marked an increase in depressive, anxiety, and post-traumatic stress disorder symptoms, more specifically among healthcare workers, teachers, and police officers. These workers face external and occupational factors that limit the early detection and access to mental health services. OBJECTIVE Designing a telehealth service for screening, initial management, and timely referral in mental health for workers with a history of SARS-CoV-2 infection and evaluating its usability, acceptability, and user satisfaction. METHODS This is a formative mixed-method study with a user-centered design approach involving key external and internal service users in three sequential stages (pre-design, co-design, and post-design). RESULTS The proposal included a service model guide and the telecare software platform. The pilot test involved 698 screened patients; 193 were identified with mental health risks, and 134 of them received psychoeducation sessions. In addition to user acceptance, the usability score was 86.1 ± 16.9 SD, satisfaction dimensions was 45.1 ± 7.2 SD for satisfaction with care processes, and 36.7 ± 5.2 SD satisfaction with psychological care. CONCLUSIONS The proposal for telecare services in mental health was successfully designed and garnered acceptance among internal and external users. Additionally, it achieved higher scores in satisfaction and usability compared to Peru's outpatient care services. This proposal demonstrates replicability within the occupational health sphere for the mentioned vulnerable occupational groups.