JMIR Publications

ABSTRACT

Background:

Family or friend caregivers of older adults are critical in helping older adults to navigate fragmented health and social systems, but they face significant challenges in doing so. Their needs for support, information, and resources are often unmet or remain largely invisible to health and social systems and public policy. In Ontario, Canada, Ontario Health Teams were established to integrate and streamline healthcare services. However, emerging evidence suggest that despite the requirement to integrate patient and caregiver advisors in these activities, caregivers still face substantial navigation barriers.

Objective:

To systematically evaluate the amount, nature, and accessibility of information provided on each of the 58 Ontario Health Team websites. Specifically, we focused on information on services and supports for to older adults and their caregivers.

Methods:

Between November 2024 and May 2025, we conducted an environmental scan of all 58 Ontario Health Team websites. Using a 5-point Likert scale, two team members independently rated how easy or difficult it was to identify services and supports for older adults and their caregivers. They also documented each service and support listed on each website and provided additional details on the experience of navigating the website in an open text comment. The ratings were discussed in team meetings and discrepancies were resolved through team consensus. Data analysis included thematic analysis of the services identified and of open text responses (positive and negative experiences of navigating the websites, rationales for the ratings), as well as, descriptive statistics of the ease of access ratings and of the types of services listed on Ontario Health Team websites.

Results:

Almost 60% of the websites were rated as difficult or very difficult to navigate, and 33% provided insufficient information on services and supports. However, information quality and accessibility varied significantly between websites. While some featured clear, well-organized resources, others were poorly designed, lacked well-designed search function, or provided vague or incomplete descriptions of services and supports. Design features that improved the accessibility and usefulness of websites included user-friendly, simple navigation and direct links to relevant services. In contrast, poorly designed websites often required multiple steps to access essential information, risking to exacerbate caregiver burden.

Conclusions:

Our findings highlight significant barriers for caregivers to access and navigate health and social service information, despite the intended goals of Ontario Health Teams to improve system navigation. Caregivers need to be engaged more systematically and comprehensively in health system website development and design. Further, standards of public reporting need to be developed, and Ontario Health Teams need to be required to follow these methods. This will help to improve Ontario Health Teams’ transparency and accountability.