Assessment of CaringTV From the Users' Point of View

The evaluation research of the Safe Home project consisted of a review of the processes and their effectiveness, and the feedback of the project participants. Evaluation data was collected with focus on evaluating wellbeing as perceived by the client, economic efficiency, technologies, competence and the environment. Wellbeing was examined from the client's point of view, which meant examining the client's experience of participating in CaringTV programmes and eServices, and their influence on the client's everyday life. The professionals' views about client wellbeing were also examined based on feedback data. The economic aspect of the study refers to the production of models and process descriptions for selected eWellbeing services, which included establishing the costs both for current and new practices.

The environment and technology aspect was examined with focus on the integrability and suitability of technologies. Functionally impaired elderly people as a user group have special requirements with regard to the usability and accessibility of equipment (Topo 2008). These requirements also apply to the interfaces piloted in the Safe Home project, such as the CaringTV and telecare interfaces. The main objective of this project and service concept was a high level of satisfaction amongst the users, which meant that satisfaction with equipment and the interaction opportunities related to the services were significant. Usability comprises the learnability, accuracy, memorability, efficiency and comfort of use. (Sinkkonen, Kuoppala, Parkkinen & Vastamäki 2002.) In practice, this includes factors such as how fast the user learns to use the equipment and feels that he or she understands how the equipment works. The operating logic must be simple and allow errors. (Saalasto 2009.)

Accessibility poses challenges with regard to interface design: the physical appearance and workings of user equipment must be designed to provide access to people with poor vision and varying degrees of mobility issues and cognitive problems (e.g. poor memory). (Nielsen 2000.) The availability of hardware and software used in the solution provides an indication of reliability (errors do not prevent operation) and whether the service is available at all

times. Availability and reliability are closely linked, which indicates the equipment's ability to provide the required functions without errors. The concept of reliability also includes the product life of the solution, i.e. how long it can be used before it becomes obsolete. The use of the hardware and software at another level - for example in communications between elderly people and their relatives, or between young people - requires that the software is compatible with common PC systems and internet technologies. (Saalasto 2009.)

In the Safe Home evaluation research, technological functionality was evaluated with regard to usability and other criteria. The telecare system is presented in a case study. In addition to client groups, it was important that the equipment was tested by social and health care professionals who were actively involved in the production of eServices and regularly used the equipment.

With regard to the competence/professional aspect, the evaluation focused on the attainment and updating of competence during the project. This kind of optimal combination refers to the ability to repeatedly observe new, analyse, interpret and propose new ways of action in an evolving environment. This concerns the expert's knowledge of the task, problem-solving skills, networking, situational sensitivity, flexibility, and the ability to adapt to new kinds of environments (e.g. Eteläpelto & Tynjälä 2005; Kirjonen, Remes & Eteläpelto 1997).

The field of social and health care has a lot of tacit expert knowledge which needs to be made explicit. In the Safe Home project, the experts' point of view was taken into account in different stages of the project process, for example in the planning and implementation of eService contents. The experts and their feedback have been important in interpreting and making corrections to the data gathered in the action research process. This ensured that the experts' voice and views could be heard and data was interpreted at the local level. By analysing data on a continuum in the action research process, positive/promoting factors and negative/inhibiting factors to clients' wellbeing could be identified in order to evaluate the role of technology from the point of view of clients and experts.

In other words, the effectiveness study of the Safe Home project was based on the effectiveness framework for science, technology and innovation proposed by the Academy of Finland and Tekes. This means that effectiveness is examined from the point of view of 1) the economy and regeneration, 2) the environment, 3) learning and competence, and 4) wellbeing. (Effect of Tekes and Innovation Activities 2011.) The Safe Home project was aimed at investigating how the

video-based interactive eWellbeing services were realised and formed, and what were the costs of implementing the new practice. The project offered an opportunity to expand the idea of the caring environment to the home environment. A virtual environment also facilitates designing and developing different types of facilities.

Evaluations of the implemented technology, programmes, selected eServices and further challenges are presented in the following table. The assessment is based on feedback data collected from participating clients, experts and businesses. (Table 8).

Table 8. Global evaluation

User CaringTV Programmes eServices Challenge

Elderly people (private individuals) Touch screen: +++ Easy to use +/- Sound +++ Content +++ Methods used +++ Interaction +++ Continuity +++ Possibility of independent contact +++ Communality eNurse eDoctor eSenior Advice eLawyer - User experience +++ Individualised +++ Availability +++ Content +++ Versatility +++ Access to support and assistance

Virtual health centre

Elderly people (service houses)

CaringTV:

++ Assistance from staff members Contents ++ Exercise ++ Music + +Programmes of local parish Elderly people (clubs) CaringTV: +++ Easy to use +++Peer usage ++ Content +++ Interaction +++ Independent Peer production Communality Responsibility Family connection Mobile: +++ Ease of use -- Sound Contents +++ Exercise +++ Music +++ Quizzes +++ Conversation with a loved one

+++ With family and grandchildren

Online contact with professionals eShop ePharmacy eHome Care Disabled people Touch screen:

+++ Customised buttons Contents Hobbies +++ Book recommendations +++ Dedicated programmes for young people

+ Sexuality Sensitive topics - Own family

+++ eDiscussion

+++ ePhysiotherapist Virtual contact with a loved one and professionals

Young people

CaringTV:

Interactive programming +++ Flexibility +++ Speed + Technology +++ eLibrary Programmes produced by the young people Programmes produced with therapists and between units Young people Mobile:

Contact between the young person and the social worker

Contents +++ Exercise +++ Virtual city tour +++ First aid

+++ Remote contact

with social worker Virtual contact with friends, school and family

Mental health rehabilitation patients

Touch screen ePhysiotherapist Virtual contact with a relative and professionals - negative + satisfactory ++ good +++ excellent