Self-service technologies in the health area: a Systematic Mapping
DOI:
https://doi.org/10.33448/rsd-v11i9.31926Keywords:
Technology; Self-service; Health.Abstract
This study aimed to identify existing self-service technology services in the health area. This is a systematic mapping of the literature, in which the search was carried out in December 2021, in the Virtual Health Library (BVS), PubMed, ScienceDirect, Scielo and Web of Science databases. The descriptors were used: self-service and self-service, with adaptations being necessary to meet the specifics of each base. 1,976 studies were identified and after applying the selection criteria, 43 publications reached the level of quality and content of interest for inclusion and synthesis. The reviewed articles present significant information for researchers about self-service technologies, the benefits of using these services and their challenges. This article is recommended to assist in research studies aimed at the use, application and development of self-service healthcare technologies.
References
Aceti, V. M et al.(2021) Educating diabetic patients through an SMS intervention: a randomized controlled trial at a Brazilian public hospital. Archives of endocrinology and metabolism, v. 65, p. 695-703.
Arullapan, N. et al. (2018) Quality of counselling and support provided by the South African National AIDS Helpline: Content analysis of mystery client interviews. South African Medical Journal, v. 108, n. 7.
Alhouti, S. Wright, S.A. Baker, T.L.(2021). Customers need to relate: The conditional warm glow effect of CSR on negative customer experiences. Journal of Business Research, v. 124, p. 240-253.
Arboit, A.E.; Bufrem, L.S.(2011). The production of scientific research in national events in the field of information science. Transinformação, v.23, n.3, p.207-217.
Barnard, S. et al.(2018). Comparing the characteristics of users of an online service for STI self-sampling with clinic service users: a cross-sectional analysis. Sexually Transmitted Infections, v. 94, n. 5, p. 377-38.
Berry, N. Lobban, F. Bucci, S.(2019) A qualitative exploration of service user views about using digital health interventions for self-management in severe mental health problems. BMC Psychiatry, v. 19, n. 1, p. 1-13.
Blackler, A. et al.(2019). Using technology to enhance and encourage dance-based exercise. Heliyon, v. 5, n. 3, p. e0124.
Boulos, M. N.K. Haywood, G.(2021). Opportunistic atrial fibrillation screening and detection in “self-service health check-up stations”: a brief overview of current technology potential and possibilities. Mhealth, v. 7.
Bricarello, L.P. Poltronieri, F.(2021). Ethical and technical aspects of Nutrition teleconsultation in COVID-19 days. Revista de Nutrição, v. 34.
Brown, W. et al. (2019). Methods, system errors, and demographic differences in participant errors using daily text message-based short message service computer-assisted self-interview (SMS-CASI) to measure sexual risk behavior in a RCT of HIV self-test use. Mhealth, v. 5.
Brown, L. J. et al.(2018). Using behavioural insights to increase HIV self‐sampling kit returns: a randomized controlled text message trial to improve England's HIV self‐sampling service. HIV Medicine, v. 19, n. 9, p. 585-596.
Cele, M. A. Archary, M.(2019). Acceptability of short text messages to support treatment adherence among adolescents living with HIV in a rural and urban clinic in KwaZulu-Natal. Southern African Journal of HIV Medicine, v. 20, n. 1, p. 1-6.
Chao, D.Y.P. LIN, T.M.Y. Ma, W.Y.(2019) Enhanced self-efficacy and behavioral changes among patients with diabetes: cloud-based mobile health platform and mobile app service. JMIR Diabetes, v. 4, n. 2, p. e11017.
Chaves, F.F. et al.(2017). Tradução, adaptação cultural e validação do Diabetes Empowerment Scale–Short Form. Revista de Saúde Pública, v. 51.
Damasceno, R.F. Caldeira, A.P.(2019). Fatores associados à não utilização da teleconsultoria por médicos da Estratégia Saúde da Família. Ciência & Saúde Coletiva, v. 24, p. 3089-3098.
Elison, S. et al.(2017). Feasibility of a UK community-based, eTherapy mental health service in Greater Manchester: repeated-measures and between-groups study of ‘Living Life to the Full Interactive’,‘Sleepio’and ‘Breaking Free Online’at ‘Self Help Services’. BMJ Open, v. 7, n. 7, p. e016392.
Gardstein, C. Mortberg, C. Blomqvist, K.(2017). Designing an ICT self-management service: suggestions from persons with type 2 diabetes. Health and Technology, v. 7, n. 2, p. 197-206.
Gondim, I.T.G.O. et al.(2017). Individualized guidance and telephone monitoring in a self-supervised home-based physiotherapeutic program in Parkinson. Fisioterapia em Movimento, v. 30, p. 559-568.
Hoagland, B. et al.(2020) Telemedicine as a tool for PrEP delivery during the COVID-19 pandemic in a large HIV prevention service in Rio de Janeiro-Brazil. Brazilian Journal of Infectious Diseases, v. 24, p. 360-364.
Hovadick, A.C.A. Reis, I.A. Torres, H.C.(2019). Short Message Service (SMS) e promoção do autocuidado em DM2: revisão integrativa. Acta Paulista de Enfermagem, v. 32, p. 210-219.
Immonen, M, Koivuniemi J. (2018). Self-service technologies in health-care: Exploring drivers for adoption, Computers in Human Behavior, v. 88, p. 18-27.
Immonen, M. Sintonen, S. Koivuniemi, J. (2018). The value of human interaction in service channels. Computers in Human Behavior, v. 78, p. 316-325.
Kitchenham, B.A.; Brereton, P.; Li, Z.; Budgen, D.; Burn, A (2011) Repeatability of systematic literature reviews. 15th Annual Conference on Evaluation Assessment in Software Engineering , p. 46-55.
Kitchenham, BA, Budgen D, Brereton P. (2011). Using mapping studies as the basis for further research: a participant-observer case study. Inf. Softw. Technol, v. 53, p. 638–651.
Kitchenham, B. Charters, S.(2007). Guidelines for performing systematic literature reviews in software engineering. Tech. Rep. EBSE-2007-01, Keele University and Durham University Joint Report, 2007.
Lalor, J.P. Woolf, B. Yu, H.(2019). Improving electronic health record note comprehension with noteaid: randomized trial of electronic health record note comprehension interventions with crowdsourced workers. Journal of Medical Internet Research, v. 21, n. 1, p. e10793.
Lee, C.H. Chen, C.H. Lee, Y.C. (2020). Customer requirement-driven design method and computer-aided design system for supporting service innovation conceptualization handling. Advanced Engineering Informatics, v. 45, p. 101117.
Lawerence, A. (2012). Electronic documents in a print world: Grey Literature and the Internet. Media International Australia, v. 143, p. 122-131.
Lee, D. (2018). Strategies for technology-driven service encounters for patient experience satisfaction in hospitals. Technological Forecasting and Social Change, v. 137, p. 118-127.
Li, Dong et al.(2020). Privacy-preserving self-serviced medical diagnosis scheme based on secure multi-party computation. Computers & Security, v. 90, p. 101701.
Lima, E.R., Magalhães, T. C. (2021). Satisfação de clientes com o atendimento bancário. Research, Society and Development], v. 10, n. 11, p. 1-10.
Macleod, M. Anderson, A.S. (2018). Cancer prevention - the feasibility and acceptability of promoting breast cancer risk reduction in the screening setting through a lifestyle magazine. European Journal of Cancer Care, v. 27, n. 2, p. e12823.
Maltar, S. et al. (2018) Could an online or digital aid facilitate discussions about sexual health with older Australians in general practice?. Australian Journal of General Practice, v. 47, n. 12, p. 870-875.
Marques, A.D.B. et al.(2020). Usability of a mobile application on diabetic foot self-care. Revista Brasileira de Enfermagem, v. 73.
Moher, D. Stewart, L. Shekelle, P. (2015). All in the family: systematic reviews, rapid reviews, scoping reviews, realist reviews, and more. Systematic Reviews, v. 4, n. 168, p. 1-2.
Musinguzi, N. et al.(2018) Comparison of short messaging service self-reported adherence with other adherence measures in a demonstration project of HIV preexposure prophylaxis in Kenya and Uganda. AIDS (London, England), v. 32, n. 15, p. 2237.
Oliveira, M. L. C. D.(2017). O efeito das percepções de qualidade e satisfação sobre tecnologias de autoatendimento nas intenções de uso do cliente (Doctoral dissertation), Instituto Superior de Economia e Gestão, p. 1-50.
Ollier, J. Kowatsch, T. (2020). The doctor will see yourself now: review and discussion of a mass-market self-service technology for medical advice. In: Proceedings of the 13th International Joint Conference on Biomedical Engineering Systems and Technologies. SCITEPRESS, p. 798-807.
Pejsova, P. Vaska, M. (2011). An analysis of current grey literature document typology. GL Conference Series, Prague: Greynet.
Petersen, K. Feldt, R. Mujtaba, S. Mattsson, M. (2008) Systematic Mapping Studies in Software Engineering. 12nd International Conference on Evaluation and Assessment in Software Engineering, p. 1-10.
Petersen, K. Vakkalanka S, Kuzniarz L. (2015). Guidelines for conducting systematic mapping studies in software engineering: An update. Inf. Softw. Technol, v. 64, p. 1–18.
Proença, D. Silva, É.R. (2016) Contexto e processo do Mapeamento Sistemático da Literatura no trajeto da Pós-Graduação no Brasil. Transinformação, v. 28, n. 2, https://doi.org/10.1590/2318-08892016000200009.
Prgomet, M. et al.(2019) The impact of electronic meal ordering systems on hospital and patient outcomes: A systematic review. International Journal of Medical Informatics, v. 129, p. 275-284.
Rahimi, B. et al. (2018). A Systematic Review of the Technology Acceptance Model in Health Informatics. Applied Clinical Informatics, v. 9, n. 3, p. 604-633.
Sanders, J. Fitzpatrick, J.M.(2017). Improving service user self-management: development and implementation of a strategy for the Richmond Response and Rehabilitation Team. BMJ Open Quality, v. 6, n. 2, p. e000126.
Santos, V.F. et al.(2019). Uso do telefone para adesão de pessoas vivendo com HIV/AIDS à terapia antirretroviral: revisão sistemática. Ciência & Saúde Coletiva, v. 24, p. 3407-3416.
Schumann, J.H., Wünderlichh, N.V., Wangenheim, F. (2012). Technology mediation in service delivery: a new typology and an agenda for managers and academics. Technovation, v. 32, n. 2, p. 133-143.
Shen, J. et al. (2021) “Without the need for a second visit” initiative improves patient satisfaction with updated services of outpatient clinics in China. BMC health services research, v. 21, n. 1, p. 1-11.
Sheehan, B. Jin, H. S. Gottlieb, U. (2020) Customer service chatbots: Anthropomorphism and adoption. Journal of Business Research, v. 115, p. 14-24.
Shrestha, R. et al.(2020) Using individual stated-preferences to optimize HIV self-testing service delivery among men who have sex with men (MSM) in Malaysia: results from a conjoint-based analysis. BMC Public Health, v. 20, n. 1, p. 1-11.
Souza, L. L. et al.(2021). Pós-COVID-19: a tecnologia como recurso para retomada do shopper ao ponto-de-vista físico. Estudos e Negócios Academcs, v. 9, n. 2, p. 102-108, 2021.
Taiminen, H. Saraniemi, S.(2018). Acceptance of online health services for self-help in the context of mental health: Understanding young adults’ experiences. Journal of Technology in Human Services, v. 36, n. 2-3, p. 125-139.
Taiminen, H. Taiminen, K. Munnukka, J. (2020) Enabling transformative value creation through online weight loss services. Journal of Services Marketing.
Takami, M. et al.(2021). Practical Utility of the Postal Service in Delivering a Self-Fitted, Wearable, Long-Term Electrocardiogram Monitoring Device for Outpatient Care. Circulation reports, p. CR-21-0033.
VORAKULPIPAT, Chalee et al. A mobile-based patient-centric passive system for guiding patients through the hospital workflow: design and development. JMIR mHealth and uHealth, v. 7, n. 7, p. e14779, 2019.
Williams, A. et al.(2021) Impact of Jointly Using an e–Mental Health Resource (Self-Management And Recovery Technology) on Interactions Between Service Users Experiencing Severe Mental Illness and Community Mental Health Workers: Grounded Theory Study. JMIR Mental Health, v. 8, n. 6, p. e25998.
Wohlin, C. et al.(2013) On the Reliability of Mapping Studies in Software Engineering. Journal of Systems and Software, vol. 86, n. 10, p. 2594 - 2616.
Downloads
Published
How to Cite
Issue
Section
License
Copyright (c) 2022 Silvia Regina Gralha; Bruna Ferreira Pfeiffer; Regina Pedroso; Juliana Martins de Matos da Silveira
This work is licensed under a Creative Commons Attribution 4.0 International License.
Authors who publish with this journal agree to the following terms:
1) Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
2) Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
3) Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work.
