Digital health providers must redouble efforts to build trust with older adult patients, concludes new study

Birmingham, UK. A focus group study published in JMIR Aging highlights the need for digital health providers to enhance communication and trust-building efforts with older adult patients, particularly those managing musculoskeletal conditions. The findings suggest that, while digital health platforms offer several advantages for self-management and physiotherapy, providers must address older adults’ scepticism about the quality, reliability and safety of these technologies to ensure equal access to these benefits.

The study, conducted by researchers from The University of Warwick, The University of Birmingham and the digital musculoskeletal health company EQL, explored the experiences and perceptions of adults aged 60 and above regarding digital health platforms designed to support musculoskeletal care. Focus groups were conducted to gauge participants' views on real-world examples of digital tools used for self-referral and physiotherapy exercises.

Despite the growing use of digital platforms for health management, particularly since the COVID-19 pandemic, the findings reveal significant concerns among older adults about replacing face-to-face consultations with technology. Participants cited a lack of trust in digital platforms' ability to accurately diagnose conditions or monitor physiotherapy exercises effectively without in-person oversight.

Key Findings:

• Trust and quality: Participants voiced scepticism about the accuracy and safety of digital health platforms, with some worrying that serious conditions could be overlooked without in-person assessments.
• Preference for hybrid models: Many participants favoured a hybrid approach, combining digital tools with periodic face-to-face consultations. This would allow patients to benefit from technology while ensuring that healthcare professionals oversee their progress.
• Need for verification: Participants called for clearer indicators of app legitimacy, such as a certification or "kitemark" equivalent, to help them distinguish between reliable health apps and unverified ones.
• Digital literacy barriers: The study also underscored individual differences in digital literacy, with some older adults struggling to navigate digital platforms or feeling uncertain about how to use chatbots and other online tools effectively.

Key Lessons for Digital Healthcare Providers:

While digital health technologies are becoming more widespread in managing musculoskeletal conditions, particularly as pressure on healthcare services increases, a key lesson from the study findings was that better education and communication are needed to build trust among older adults.

The research team recommends raising public awareness about organisations that verify and assess the quality of digital health platforms, such as the Organisation for the Review of Care and Health Apps (ORCHA) in the UK. A focused communication campaign, aimed towards older adults, could raise the awareness of ORCHA and hence allow potential users of the apps to quickly check whether they have been reviewed and rated.

When designing user pathways on apps, digital health companies should be mindful of the varying levels of digital literacy across their user base. By simplifying and user-testing their user interface (UI) in partnership with this demographic, barriers to use for older adults can be effectively reduced.

Finally, providers should consider how to make periodic in-person care an option for users who would benefit from - or prefer - hybrid treatment. This could mean assisting with the booking process of face-to-face appointments and ensuring that they are delivered in tandem with digital support.  

“Digital health platforms for musculoskeletal conditions have also been shown to improve patient outcomes and, further, in terms of physiotherapy interventions, leading to better intervention adherence”, said study author Peter Grinbergs. “However, as our focus group participants responses’ illustrate, it is important to consider the accessibility and acceptance of such platforms for older adults, who are not part of the ‘digital native’ generation. To build and maintain the trust of this group, providers must prioritise transparent communication about the benefits and limitations of digital tools while ensuring these platforms complement the care provided by healthcare professionals.”

This study offers valuable insights for healthcare providers and app developers aiming to improve older adults' confidence in using digital health technologies. By fostering trust and enhancing usability, digital platforms can become more accessible and effective tools in managing health and promoting recovery.

Access the research paper here

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