“You have to argue the right way”: user involvement in the service delivery process for assistive activity technology

Abstract

Purpose

This article critically examines user-involvement in the service delivery process for assistive activity technology.

Methodology

Data were collected in semi-structured interviews with 44 end users of assistive activity technology and in focus group interviews with 11 professionals at Norway’s Assistive Technology Centre. Data was analysed according to a stepwise deductive–inductive approach.

Findings

Flawed organisational principles like division of responsibility, unclear regulations, and a lack of competence with assistive activity technology among service professionals have hindered user involvement in the service delivery process.

Conclusion

A missing knowledge of assistive activity technology among professionals and the current organisation of services creates barriers for a positive collaboration with users in the service delivery process of assistive activity technology.

IMPLICATIONS FOR REHABILITATION

• The spread of information among users and courses for professionals should be expanded to ensure the necessary competence with assistive activity technology within the service delivery process.

• In developing the service delivery process for assistive activity technology, professionals should act less as guardians of traditional functional requirements and more as active providers of different technological solutions.

• The service delivery process for assistive activity technology should allow long-term testing to identify relevant social and physical factors affecting the use of this type of technology, before delivery.

• Guarantees and complaint systems should be established in the service delivery process for assistive activity technology.

Keywords:

• Assistive technology
• service delivery
• user involvement
• qualitative research

Acknowledgements

The authors wish to thank all of the informants, whether assistive activity technology users or professionals working at the Assistive Technology Centres, for sharing their time and experiences with us.

Disclosure statement

No potential conflict of interest was reported by the author(s).