Digital health and patient‐centred care: A digital systems view

Samantha Papavasiliou, Carmen Reaiche and Shirley Papavasiliou

Systems Research and Behavioral Science, 2021, vol. 38, issue 2, 231-245

Abstract: The public sectors' shift to digital first service provision has had a considerable impact on how individuals interact with public sector entities. This research highlights the similar assistance requirements and concerns with different public sector digital services. Evidence for this research is presented through a case study on the Australian digital healthcare platform, MyAgedCare. By understanding the different issues and assistance seeking requirements across the public sector digital services, digital service designers and policymakers can better create services that meet the needs and expectations of users. A primary finding of this research highlights the expectation of users that the human interface for assistance is maintained, in order to maximize an individual's capacity to interact with the system successfully.

Date: 2021
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