Eric Schlangen MSc. Health Sciences Project leader TCares for Pantein

1. Needs in telecare in NL From a user's perspective Eric Schlangen MSc. Health Sciences Project leader TCares for Pantein Goal: understanding more fully the needs of telecare users

2. Who is Pantein? Hospital Pantein 996 employees, 60 medical specialists Home care Pantein 2200 employees Care centers Pantein 1422 employees, 5 nursing homes & 7 care homes Pantein Housing association 1600 homes, merging with Mooiland HA, 26.000 homes

3. Why interested in user's perspective? Studies have shown: Problems with smart home technology can be partially ascribed to differences in perceptions of the stakeholders involved. Designers: functionality of the technology, achieving effective goals Caregivers: workload and quality of care Care receivers: usability effects

4. Example: passive alarm Passive alarm used in many Dutch smart homes not as effective as expected: On basis of negative user experiences removed or disabled. Designers: with only one simple switch turn house on/off Care receivers: expected safety and security but experienced insecurity and unreliability due to false alarms (forgot to switch) Caregivers: expected safety but experienced increasing workload and upset clients

5. Example: automatic curtains A Dutch care organization installed automatic curtains because they thought it would be convenient and support a good day/night rhythm for people with dementia. Designers: convenience, time clock Care receivers: expected nothing (forgot) and experienced confusion (who closed the curtains?) Caregivers: expected better day/night rythm but experienced confused and upset clients

6. How to prevent these problems Analysis of expected an experienced effects . Attributes: functionality and design Consequences: functional and psychological effects Values: higher order merits, goals For different stakeholders involved: care receivers, informal and professional caregivers, designers

7. Understanding more fully the needs of users • Research through questionnaires • Webbased or laptop • Easy to do (even for 75+ elderly with no PC experience) • First establishing the needs (no technology is mentioned) • Secondly: translating needs into technical solutions in a group discussion with users

8. First fase tool (1) • Questionnaire on laptop • Tested at home with the elderly: • >80% of the elderly (75+) were able to do the questionnaire • 10% had difficulty using the mouse, even after explanation • In real use about 60% were able to use the tool: • Different socio-economic status • Time pressure • Care workers give in to elderly, students don't

9. First fase tool (2) • Appointments were made individually • 117 people interviewed • 78% were over 75 years old • 45% receive homecare at least once a week • 91% use prescription medication • All respondents live self supporting • 73% live as a single person household

10. Results • Most popular categories: • Care 88% • Safety 85% • Wellbeing 67% • Comfort 33% • Energy saving 27%

11. Results category: Care (1) • Needs: • Alarm when one falls or becomes unwell 87% • Carers able to open my door in emergencies 74% • Men less so (60%) than woman (79%) • Easy in contact with carer/nurse 53% • more in homecare users (63%) than in others (44%) • Visual contact with nurse or doctor 53%

12. Results category: Care (2) • Needs: • Remote monitoring BP, BS, etc. 39% • Finding information on disease/treatment 26% • Reminder medication on time 11%

13. Results category: Safety (1) • Needs: • Alarm in case of fire 97% • Being able to see who is at your door 89% • Flooding alarm bathroom/washing machine 65% • Breaking and entering alarm 61% • Alarm if CO/Methane gas levels dangerous 56%

14. Results category: Safety (2) • Needs: • Automatic lights on to bathroom at night 40% • Listening in when stranger at door 34% • Check call morning/evening 27% • Auto turn off kitchen equipment 27%

15. Results category: Wellbeing (1) • Needs: • Information and news 84% • Information neighborhood 73% • Wanting to help others 78% • Joining meetings of elderly 65% • Joining game activity 64% • Joining exercise activity 57% • Enjoying audio/visual at home 56% • Finding new people with same interests 40%

16. Results category: Wellbeing (2) • Needs: • Hiring a reliable handyman 36% • Easy connection to elderly counselor 31% • Ordering shoppings 28% • Ordering meals 23% • Easier way to contact children/family 18% • Expanding social network 18% • Internet/ email without PC use 11% • Help with post / banking 11%

17. Next step: group talks • Needs are being recognized • Hard to imagine the benefits of technology, happy campers • Safety and quality of life main issue: privacy is secondary to that • Elderly not technofobic but skeptical of their abilities to master new technology Results match findings in literature: Afraid to make mistakes, no sense of urgency for technology. After experiencing technology acceptance is likely to rise.

18. Future needs in NL (1) • Main developments: Ageing, extramuralization and socialization of care. • Residential care will be mainly care for elderly with cognitive problems, can ICT help them to preserve cognitive and physical functions? Transfer from protection to support. • Supporting elderly at home with tailor made technology, easy to install and remove. And cheap! • Intelligent safety technology that requires no buttons, where user made mistakes have little consequences. • Including social networks in the technology: is mum OK?

19. Future needs in NL (2) • Teaching caregivers about technology: • patients will get more and better contacts, including you • you will spend your time on useful interventions instead of checking and rechecking Intuitive design Splitting off the technology from the service: choice New generation of elderly is coming: fun, social and information content becomes more important. Integration of platforms PC, phone, TV, Home Box working with social networks and also outside your own house.

20. Questions? • Eric Schlangen • HabiPro • E: eric@habipro.nl • T: +3150254686