JMIR Publications

ABSTRACT

Background:

The use of technology by healthcare providers has rapidly progressed since 2020, with the COVID-19 pandemic acting as a catalyst for technology (i.e., tech) use in care. Technology has been found to facilitate patient-provider communication as well as provide continuity of care through virtual platforms. However, it is important to understand the experiences of healthcare professionals’ use of technology to learn what innovative practices may be beneficial for long-term sustainability and what factors require consideration for tech implementation.

Objective:

The aim of this paper was to describe the experiences of healthcare providers in using communication technology (e.g., video conferencing software, devices) in patient care during the pandemic.

Methods:

We conducted 1:1 semi-structured interviews between December 2022 and June 2023 with leaders and healthcare providers across three hospital organizations in Canada to explore the experiences of clinical care during the pandemic. We used a purposeful sampling approach, continuing recruitment across each organization until we reached saturation of themes. We audio-recorded interviews and analyzed transcripts using an inductive thematic approach.

Results:

Participants expressed the benefits and challenges of using communication tools and technology as it related to: (i) supporting communication with patients, (ii) facilitating connection between provider to patient and patient to family, and (iii) providing continuity of care. Participants described considerations for technology use in care as it related to a patient’s hearing status, cognitive status, psychosocial status, tech literacy, and individual preference.

Conclusions:

During the pandemic, technology has been used as a tool to support comprehension for patients who are hearing impaired, a device to say goodbye to families, and a way to continue care virtually. While the described benefits of tech use by participants were salient, participants described challenges in tech use for patients who demonstrated low tech literacy and cognitive difficulties, and when psychosocial or tactile needs could not be met virtually. Considerations for tech use as it relates to both patient and provider needs are essential moving forward.