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Implementing a Hospital Call Center Service for Mental Health in Uganda: User-Centered Design Approach.

التفاصيل البيبلوغرافية
العنوان: Implementing a Hospital Call Center Service for Mental Health in Uganda: User-Centered Design Approach.
المؤلفون: Kabukye JK; SPIDER - The Swedish Program for ICT in Developing Regions, Department of Computer and Systems Sciences, Stockholm University, Stockholm, Sweden.; Uganda Cancer Institute, Kampala, Uganda., Namagembe R; Hutchinson Centre Research Institute of Uganda, Uganda Cancer Institute, Kampala, Uganda., Nakku J; Butabika National Referral and Teaching Mental Hospital, Kampala, Uganda., Kiberu V; School of Public Health, Makerere University, Kampala, Uganda., Sjölinder M; RISE - Research Institutes of Sweden, Kista, Sweden., Nilsson S; Unit for Integrated Product Development and Design, Department of Machine Design, KTH Royal Institute of Technology, Stockholm, Sweden., Wamala-Larsson C; SPIDER - The Swedish Program for ICT in Developing Regions, Department of Computer and Systems Sciences, Stockholm University, Stockholm, Sweden.
المصدر: JMIR human factors [JMIR Hum Factors] 2024 Jun 06; Vol. 11, pp. e53976. Date of Electronic Publication: 2024 Jun 06.
نوع المنشور: Journal Article
اللغة: English
بيانات الدورية: Publisher: JMIR Publications Inc Country of Publication: Canada NLM ID: 101666561 Publication Model: Electronic Cited Medium: Internet ISSN: 2292-9495 (Electronic) Linking ISSN: 22929495 NLM ISO Abbreviation: JMIR Hum Factors Subsets: MEDLINE
أسماء مطبوعة: Original Publication: Toronto : JMIR Publications Inc, [2014]-
مواضيع طبية MeSH: Mental Health Services*/organization & administration , Qualitative Research* , Focus Groups* , User-Centered Design*, Humans ; Uganda ; Mental Disorders/therapy ; Adult ; Female ; Male
مستخلص: Background: Mental health conditions are a significant public health problem globally, responsible for >8 million deaths per year. In addition, they lead to lost productivity, exacerbate physical illness, and are associated with stigma and human rights violations. Uganda, like many low- and middle-income countries, faces a massive treatment gap for mental health conditions, and numerous sociocultural challenges exacerbate the burden of mental health conditions.
Objective: This study aims to describe the development and formative evaluation of a digital health intervention for improving access to mental health care in Uganda.
Methods: This qualitative study used user-centered design and design science research principles. Stakeholders, including patients, caregivers, mental health care providers, and implementation experts (N=65), participated in focus group discussions in which we explored participants' experience of mental illness and mental health care, experience with digital interventions, and opinions about a proposed digital mental health service. Data were analyzed using the Consolidated Framework for Implementation Research to derive requirements for the digital solution, which was iteratively cocreated with users and piloted.
Results: Several challenges were identified, including a severe shortage of mental health facilities, unmet mental health information needs, heavy burden of caregiving, financial challenges, stigma, and negative beliefs related to mental health. Participants' enthusiasm about digital solutions as a feasible, acceptable, and convenient method for accessing mental health services was also revealed, along with recommendations to make the service user-friendly, affordable, and available 24×7 and to ensure anonymity. A hospital call center service was developed to provide mental health information and advice in 2 languages through interactive voice response and live calls with health care professionals and peer support workers (recovering patients). In the 4 months after launch, 456 calls, from 236 unique numbers, were made to the system, of which 99 (21.7%) calls went to voicemails (out-of-office hours). Of the remaining 357 calls, 80 (22.4%) calls stopped at the interactive voice response, 231 (64.7%) calls were answered by call agents, and 22 (6.2%) calls were not answered. User feedback was positive, with callers appreciating the inclusion of peer support workers who share their recovery journeys. However, some participant recommendations (eg, adding video call options) or individualized needs (eg, prescriptions) could not be accommodated due to resource limitations or technical feasibility.
Conclusions: This study demonstrates a systematic and theory-driven approach to developing contextually appropriate digital solutions for improving mental health care in Uganda and similar contexts. The positive reception of the implemented service underscores its potential impact. Future research should address the identified limitations and evaluate clinical outcomes of long-term adoption.
(©Johnblack K Kabukye, Rosemary Namagembe, Juliet Nakku, Vincent Kiberu, Marie Sjölinder, Susanne Nilsson, Caroline Wamala-Larsson. Originally published in JMIR Human Factors (https://humanfactors.jmir.org), 06.06.2024.)
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فهرسة مساهمة: Keywords: Africa; African; Uganda; attitude; attitudes; awareness; call center; call centers; call centre; call centres; cocreated; cocreation; design; digital health; digital intervention; digital interventions; digital solution; digital solutions; experience; experiences; focus group; focus groups; mHealth; mental; mental health; mobile health; mobile phone; opinion; perception; perceptions; perspective; perspectives; qualitative; service; services; user centered; user centred
تواريخ الأحداث: Date Created: 20240606 Date Completed: 20240606 Latest Revision: 20240623
رمز التحديث: 20240623
مُعرف محوري في PubMed: PMC11190627
DOI: 10.2196/53976
PMID: 38843515
قاعدة البيانات: MEDLINE
الوصف
تدمد:2292-9495
DOI:10.2196/53976