Ichoose: Using Consumer Voice to Inform Technology and Service Innovation

The use of technology-based applications among adults living with SMI and substance use disorders is sparse. There is limited research on how technology is perceived by patients in the context of their health care delivery. This needs assessment examines individuals’ use of technology and their perceptions of technology in the context of behavioral health services they receive.

 

Methods. This needs assessment was conducted as part of a larger technology project across two large behavioral health providers serving adults with SMI in New York City. A total of 429 participants were surveyed across 6 program sites between October and December 2018. Program sites represented 3 outpatient clinics, and 3 substance use programs. We also conducted seven focus groups with a total of 62 participants, and used a deductive approach to analyze the qualitative data.

 

Results. Surveys results show that 72% of participants access the internet via a personal mobile phone or laptop and used the internet multiple times a day. Despite prevalent access and frequent use of the internet, about one-third of participants did not look up health care information and 46% do not access health-related activities. There were four emergent themes from the focus groups about ways to integrate technology into service delivery which included improving communication between clients and providers, empowering clients to use technology, engaging clients in their care, and improving access to healthcare services.

 

Conclusions. The long-term goal of this project is to engage consumers’ in the decision-making process for a pilot aimed to integrate a technology-based application in healthcare delivery. These findings contribute to developing a community-based approach to improve engagement and service utilization among adults living with SMI and substance use disorders, as well as promote their overall wellness.