https://orcid.org/0000-0001-8674-354X
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Abstract
Purpose
The use of Information and communications technologies (ICT) in the public sector is widespread and on the increase. There is a need to develop knowledge regarding the end users experiences of using ICT to engage with services. This study aims to provide knowledge regarding young persons with disabilities or chronic disease experience using ICT to engage with health- and social care services.
Materials and methods
Nine young persons between 16 and 25, living with chronic disease or physical disability, participated in this study. The data was collected using semi-structured interviews. The interviews were recorded, transcribed verbatim and analysed using Constructivist Grounded Theory.
Results
Three categories were identified that reflected the young persons’ experiences with using ICT to engage with health and social care services. (1) Navigating in an information overflow, (2) Experiencing disparate dialogues, (3) Utilising the potential of ICT. The young persons experienced that ICT used for engaging with health and social care services did not necessarily fit their need, yet, they saw how ICT had potential to increase engagement with services, especially with an increased focus on dialogue. The findings can be subsumed by the core category Inaccessible Possibilities, illustrating both the potentials and the challenges ICT presented.
Conclusion
The study shows that although young persons are perceived as digitally native, they experienced challenges using ICT to engage with health- and social services. The poor fit of ICT combined with navigation- and accessibility issues, hinder engagement. However, ICT inhabit a potential to increase engagement, especially communication.
Young persons’ experiences show that ICT can be useful for enhancing engagement with health and social care services
ICT provided by health and social services does not necessarily meet young persons need for dialogue
An increased focus on accessibility and design is necessary to ensure people with disabilities access to ICT used by health- and social care services
IMPLICATIONS FOR REHABILITATION
Acknowledgements
The authors are grateful to the young persons who participated in the study for sharing their experiences.
Ethical approval
The research project obtained ethical approval by the Norwegian Centre for Research Data (NSD).
Disclosure statement
No potential conflict of interest was reported by the author(s).