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Consumer workarounds during the COVID-19 pandemic: analysis and technology implications using the SAMR framework.
Kathleen Yin1, Enrico Coiera1, Joshua Jung1
1Centre for Health Informatics, Australian Institute of Health Innovation, Faculty of Medicine Health and Human Sciences, Macquarie University, Sydney, Australia.
Summary
Health consumers developed workarounds for self-management during COVID-19, utilizing digital tools for Substitution and Modification tasks. The Substitution, Augmentation, Modification, and Redefinition (SAMR) framework classified these changes, highlighting the need for its refinement.
Area of Science:
- Health informatics
- Digital health
- Patient self-management
Background:
- The COVID-19 pandemic necessitated significant adaptations in health consumer self-management.
- Elderly patients with chronic conditions and low digital literacy faced unique challenges.
Purpose of the Study:
- To investigate health consumer self-management workarounds during the COVID-19 pandemic.
- To classify these workarounds using the Substitution, Augmentation, Modification, and Redefinition (SAMR) framework.
- To identify the role of digital tools in facilitating these workarounds.
Main Methods:
- Assessed 15 elderly patients with Type 2 diabetes and comorbidities.
- Conducted interviews during COVID-19 lockdowns (May-June 2020).
- Classified self-management changes as workarounds using the SAMR framework and noted digital tool assistance.
Main Results:
- Workarounds were observed across all SAMR levels.
- Substitution involved digital tools replacing face-to-face communication (e.g., telephone).
- Modification included complex changes like video calls; Redefinition created new tasks (e.g., using Google Home for remote childcare). Augmentation did not involve digital tools.
Conclusions:
- Health consumer workarounds are crucial for overcoming self-management barriers.
- The SAMR framework effectively classified COVID-19 era workarounds but requires further refinement.
- Further research into health consumer workarounds and the SAMR framework is recommended.
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