Digital support model for North Karelia social and health services’, Siun sote’s, clients

Authors

• Mira Koivula Mediconsult, Joensuu
• Irina Laatikainen Siun sote, Joensuu
• Pirjo Vesa Metropolia University of Applied Sciences, Helsinki

DOI: https://doi.org/10.23996/fjhw.122335

Keywords:

digital support, digitalisation, electronic services

Abstract

Digitalization makes it possible to provide better services to customers, promoting equality and health and well-being. The research development work was carried out with surveys (n=346), development meetings and perspective tables using the digital support model from an expert, personnel and organizational perspective, based on the model of the Ministry of Finance's AUTA project. The survey responses were analyzed using the Webropol reporting tool. The actual development work was carried out based on the results of the survey in development meetings as a continuous evaluation. Based on these, the Digi support model was prepared for Siu sote (Joint municipal authority for North Karelia social and health services).

Based on the results of the survey, support for the use of digital services is needed in every age group and skill level. Digital services are perceived as useful, and interest in learning about digital services emerges strongly. Those who responded to the survey have comprehensive use of the equipment needed to use digital services, as well as tools for strong identification. The majority of respondents would like digital support to take place in the form of training, either online or face-to-face training. Customers who need help with their skill level want local training, while skilled digital users want the training to take place remotely. In the survey responses, the need to guide the services is also brought up. There is skill in using the services, but customers do not have information about all existing services.

In the digital support model, digital support services were formed according to the customer's digital skill levels. The results showed that electronic services are a strong part of the daily life of the residents of the Siu sote area. Support for the use of digital services is very important so that everyone has equal access to increasing and developing social security services. With the help of the model, it is possible to establish digital support as part of the high-quality services of the welfare area and to promote electronic social and healthcare transactions.