What the initial problem was thought to be
We are not sure how to best engage with consumers who are digitally disadvantaged to meaningfully inform our digital health strategy.
What the problems turned out to be
AWH did not have a clear understanding of the type of problems consumers faced when trying to access digital healthcare or how they might address these in their digital health strategy.
Six core problems were identified that the digital health strategy needed to address or recognise to ensure these consumers were not further disadvantaged.
Using an ethics-approved qualitative research design and program logic, consumer interview data were analysed to identify the impact these nine problems were having on them, what success might look like if these problems were overcome and the kinds of activities that the health service needed to consider to address these problems and achieve success.
What the end result was
9 consumer and 15 organisational strategies were derived from the data and program logic synthesis.
The health service came to an understanding of the different problems that digitally disadvantaged consumers face and the types of strategies that would need to be considered in the digital health strategy to address problems.
They and used this understanding to build their final digital health strategy. They are about to publish the research.