4 Strategies to Help Ensure that Virtual Care is an Option for Senior Living Residents

The digital health industry has proven its value, allowing individuals to receive high-quality care wherever they are. Although older adults have much to gain from improved access to care — whether they are living in a senior living community or independently at home in the greater community — they too often are excluded from consideration in shaping digital health tools. This misconception can be dangerous, because it dissuades designers from developing virtual solutions with older populations in mind.

I have spent most of my career focused on product development and design, most recently for Wellinks, a digital health company focused on cardiopulmonary conditions, which predominantly affect older adults. I know firsthand the dedication required to create solutions that are beneficial to all users. Engaging older adults isn’t impossible, but it isn’t a passive process. Companies must be willing to put in the time and energy.

Over the years, I have had valuable conversations with older adults and providers alike, constantly tweaking our approach and striving to find the perfect recipe for digital health tools that meaningfully engage older adult users outside of a brick-and-mortar physician’s office. For those interested in helping to make tech easier for older adults to adapt, in designing tech for older adults, or in taking a peek into the design process, here are four strategies I’ve found successful.

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1. Demonstrate value up front.

For those who may not use technology regularly, it can be more difficult to see the big-picture effect of maintaining consistent engagement with digital solutions. Being asked constantly to input data without seeing any results can be frustrating, and it can make users question why they’re even engaging in the first place.

With this in mind, we should strive to create digital health tools that constantly demonstrate their value, making clear how each user action helps drive results and make a difference in the care journey. By helping users see both the short and long-term benefits — such as celebrating quick wins or establishing a baseline for daily readings — we can excite them about their results and empower them to continue adapting to new solutions.

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2. Meet users where they are.

In many cases, people are fully excluded from digital health opportunities if they don’t have access to or feel comfortable using technologies such as smartphone apps. Rather than expecting older adults to learn completely new modes of technology, companies providing digital health services should be flexible with their offerings.

For example, if someone doesn’t own a smartphone or tablet, then there always should be options for them to engage with similar resources via email, text message or voice calls. Kicking off a user’s digital health journey with methods already familiar to them helps create a foundation of trust and comfort, making them open to being coached through incorporating new technologies down the road. If we commit to meeting users where they are, then we will open doors to quality care for a broader population.

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3. Build technology as a window for personal connection.

It’s a common misconception that virtual care replaces human connections. Although it is true that digital health tools can offer alternatives to in-person physician visits, it’s best to think of those solutions as new windows for building human connections.

Fostering positive relationships with care providers helps users avoid the feeling of aimlessly inputting information into an app. Connecting with older residents and patients virtually builds trust and comfort in the process. Those relationships are the key to addressing the care gaps between in-person visits and improving continuity of care.

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4. Prioritize accessibility.

When designing digital health solutions, it’s essential to make components user-friendly and accessible to encourage the consistent engagement necessary to be effective. Virtual care designers should prioritize things such as page scalability, screen reader compatibility, clear information hierarchies and a focus on making all elements as simple as possible. Keeping accessibility front and center in product development lets users know you are dedicated to their success.

Older adults managing chronic diseases have plenty to gain from accessing virtual care solutions, and the onus is on those of us offering those services to ensure that our tools work for those who need them most.

Excluding older adults from technologic advancements based solely on their age and perceived unwillingness to learn is an overused excuse. So what if virtual care tools didn’t exist when our seniors were born? For many, neither did computers or microwaves, but this reality hasn’t stopped our grandparents from learning to comment on our social media posts or heat up their coffee. Why should it keep them from receiving quality healthcare?

Research conducted during the pandemic identified a 300% increase in the overall use of telemedicine services among older adults, indicating both willingness and ability to adopt those tools.

The senior living industry must resist the misconception that technology always is a barrier for older people and instead normalize adapting offerings to maximize value for all users, regardless of their age or level of familiarity with tech. Doing so creates meaningful opportunities for those users to gain more confidence in their self-management abilities, establish a better understanding of when intervention may be necessary, and check in more frequently with medical professionals invested in their well-being.

Especially in senior living communities, where older adults are more likely to experience mobility challenges and require assistance attending in-person doctor visits, we have a heightened responsibility to provide more accessible healthcare options that meet residents where they are. With more than 60% of adults aged more than 65 years owning smartphones as of 2021, the foundation for reaching residents already is there. Building it up and integrating digital health solutions is a natural next step.

Virtual care is here to stay, so it is time we start working harder to make those solutions an option for everyone.