title: Providing assistive technology in Italy: the perceived delivery process quality as affecting abandonment.
abstract: OBJECTIVE
  The study brings together three aspects rarely observed at once in assistive technology (AT) surveys: (i) the assessment of user interaction/satisfaction with AT and service delivery, (ii) the motivational analysis of AT abandonment, and (iii) the management/design evaluation of AT delivery services.
  
  
  METHODS
  15 health professionals and 4 AT experts were involved in modelling and assessing four AT Local Health Delivery Service (Centres) in Italy through a SWOT analysis and a Cognitive Walkthrough. In addition 558 users of the same Centres were interviewed in a telephone survey to rate their satisfaction and AT use.
  
  
  RESULTS
  The overall AT abandonment was equal to 19.09%. Different Centres' management strategies resulted in different percentages of AT disuse, with a range from 12.61% to 24.26%. A significant difference between the declared abandonment and the Centres' management strategies (p = 0.012) was identified. A strong effect on abandonment was also found due to professionals' procedures (p = 0.005) and follow-up systems (p = 0.002).
  
  
  CONCLUSIONS
  The user experience of an AT is affected not only by the quality of the interaction with the AT, but also by the perceived quality of the Centres in support and follow-up. Implications for Rehabilitation AT abandonment surveys provide useful information for modelling AT assessment and delivery process. SWOT and Cognitive Walkthrough analyses have shown suitable methods for exploring limits and advantages in AT service delivery systems. The study confirms the relevance of person centredness for a successful AT assessment and delivery process.
authors.affiliation: a Department of Philosophy , Social & Human Sciences and Education, University of Perugia , Italy and.|b Human Factors Research Group , School of Mechanical, Materials and Manufacturing Engineering, University of Nottingham , UK.
authors.forename: Stefano
authors.initials: S
authors.lastname: Federici
authors.affiliation: a Department of Philosophy , Social & Human Sciences and Education, University of Perugia , Italy and.|b Human Factors Research Group , School of Mechanical, Materials and Manufacturing Engineering, University of Nottingham , UK.
authors.forename: Simone
authors.initials: S
authors.lastname: Borsci
mesh_terms: D000368:Aged; D000369:Aged, 80 and over; D006233:Persons with Disabilities / Q000523:psychology* / Q000706:statistics & numerical data; D005260:Female; D017144:Focus Groups; D006282:Health Personnel; D006801:Humans; D007407:Interviews as Topic; D007558:Italy; D016014:Linear Models; D008297:Male; D008875:Middle Aged; D009042:Motivation; D017060:Patient Satisfaction; D011787:Quality of Health Care; D012656:Self-Help Devices / Q000523:psychology* / Q000706:statistics & numerical data*; D012938:Social Perception; D012944:Social Support
keywords: Assistive technology abandonment; assistive technology assessment; assistive technology non-use; assistive technology service delivery; assistive technology user satisfaction