User satisfaction and dissatisfaction with assistive technology devices and services in India

User satisfaction with Assistive Technology (AT) is one of the crucial factors in the success of any AT service. The current study aimed to estimate satisfaction with AT and the reasons for dissatisfaction and unsuitability among persons with functional difficulties in India. Using the WHO Rapid Assistive Technology Assessment tool, a cross-sectional study was conducted in eight districts, representing four zones of India. Multi-stage cluster random sampling and probability proportional to size techniques were used to select smaller administrative units from the larger ones. Satisfaction was reported in terms of assistive products and service delivery. In total, 8486 participants were surveyed out of which 8964 individuals were enumerated with a response rate of 94.6%. Around 22.2% (1888) of participants had functional difficulties and reported using AT, out of which 3.9% (74) were dissatisfied with their products. The assistive products, assessment and training, and repair and maintenance-related services were reported to be satisfied by approximately 92.2% (1740), 88.4% (1669), and 85.2% (1609) of respondents, respectively. Further, 3.2% (61) and 3.7% (70) of respondents reported that their AT was not suitable for home and public environments, respectively. According to 2.8% (53) respondents, their AT did not assist them in executing daily living activities. Discomfort (56.6%), poor fitting (37.7%), low quality of service (20.7%), and poor aesthetic values (18.9%) were identified as reasons for dissatisfaction. Satisfaction was good for AT received from friends and family but was poor for those received from the public sector. The study shows that overall satisfaction and suitability with AT were high among users with functional difficulties, but few have reported barriers to effective device use and facing challenges in accessing repair and follow-up services.