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

Abstract

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.

• Assistive technology abandonment
• assistive technology assessment
• assistive technology non-use
• assistive technology service delivery
• assistive technology user satisfaction

Declaration of interest

The authors acknowledge support of this work through the Sanity and Social Services Department of the Umbria Region in 2009 (DGR 1318/09), although the views expressed are entirely their own. None of the authors has any personal financial interests in the work undertaken or the findings reported.