The Usefulness of Offering 24/7 Online Support Within a Wider Mix of Professional Services for People With Intellectual and Developmental Disabilities Living Independently: A Qualitative, Multiple Case Study

Abstract

Service organizations for people with intellectual and developmental disabilities (IDD) increasingly use telecare applications to improve their services. This study explored the usefulness of offering the 24/7 online support service DigiContact within a broader mix of professional services for people with IDD living independently. We employed a qualitative multiple case study, in which the cases of nine online support users were reconstructed through semistructured interviews with both support users and their case workers. Thematic analysis showed that online support was used as an addition to regular onsite support to enable a more tailor-made delivery of professional supports. Online support can be valuable for its users by increasing the accessibility of professional support and creating opportunities for more self-direction in support.

The use of online support by people with intellectual disabilities living independently during COVID‐19

“…This ties in with a finding of a previous study, in which we found that online support could move and adapt to fluctuations in support needs more easily compared with regular onsite services (Zaagsma et al . 2020). However, it should be noted that the online support service in this study had already been operational for several years when the COVID‐19 pandemic started, which enabled a fast response.…”

“…However, it is important to point out that previous findings indicate that online support should not be seen as a cost‐saving substitute for all onsite support contacts, but rather as a valuable addition to onsite support (Zaagsma et al . 2020).…”

‘When I need them, I call them and they will be there for me’. Experiences of independently living people with intellectual disabilities with 24/7 available online support

“…For people with ID, a remote (online) delivery of support can have several advantages. First, it can increase the accessibility and flexibility of professional support (Zaagsma et al 2019(Zaagsma et al , 2020a. For example, during the current global COVID-19 virus online support could be continued and even scaled-up during periods of 'lock-down' and social distancing (EASPPD 2020;Zaagsma et al 2020b).…”

“…A few studies have focused on the expectations, experiences and/or perceptions of people with ID regarding the use of eHealth in support of daily functioning: either in response to the use of eHealth in general (Frielink, Oudshoorn, and Embregts 2020) or in the form of remote support (e.g. Tassé, Wagner, and Kim 2020;de Wit et al 2015;Zaagsma et al 2019Zaagsma et al , 2020a. These studies give some insights into what people with ID regard as possible advantages and disadvantages of the use of eHealth, and remote support specifically.…”

“…These studies give some insights into what people with ID regard as possible advantages and disadvantages of the use of eHealth, and remote support specifically. Perceived advantages were for example more independence and control over one's life (Frielink, Oudshoorn, and Embregts 2020;Tassé, Wagner, and Kim 2020), a safe and secure feeling (Tassé, Wagner, and Kim 2020;Zaagsma et al 2019Zaagsma et al , 2020a and an increase in professional support accessibility (de Wit et al 2015;Zaagsma et al 2019Zaagsma et al , 2020a. Privacy concerns (Tassé, Wagner, and Kim 2020), the dangers that come with using the Internet (Frielink, Oudshoorn, and Embregts 2020), and the risk that eHealth applications will be implemented as a substitute for all onsite support (Frielink, Oudshoorn, and Embregts 2020;Zaagsma et al 2020a) were some of the perceived disadvantages.…”