Experiences of Home-Dwelling Older Adults and Their Family Caregivers With Digital Health Services: Qualitative Study

Abstract Background As the population ages, demand for health services among older adults and caregivers increases. Digital health services help meet this demand. However, acceptance and experiences differ between older adults and caregivers. Objective This study aims to explore the specific experiences of home-dwelling older adults and their caregivers with digital health services, identify their willingness to use these services and the factors influencing their adoption, and identify their service needs to inform the subsequent design and optimization of digital health products and services. Methods From December 2023 to February 2024, a descriptive qualitative study was conducted. Researchers used purposive and maximum variation sampling to recruit 18 home-dwelling older adults and 17 family caregivers, including 10 matched dyads. Participants came from 7 community health service centers and a tertiary hospital in Hefei, China. Open-ended, semistructured, face-to-face interviews were conducted separately. Data were analyzed using conventional content analysis. Results Four main themes emerged. The first were the application characteristics, including usage situations and preferred functions. The second theme described specific service experiences, both positive and negative. The third was the influencing factors. Promoting factors included health needs, user experience, and subjective norms. Obstructive factors differed between groups and included low digital literacy, weak economic foundation, service security concerns, and lack of time. The fourth theme covered suggestions and expectations for improvement. Older adults appreciated the advantages but often had suboptimal experiences due to complex designs and threats to personal dignity. Conversely, caregivers valued efficiency but reported low use, hindered by time constraints and concerns about privacy and safety. Conclusions This study reveals a critical gap between the potential and actual use of digital health services. Older adults face barriers with usability and digital literacy. Caregivers struggle to integrate these services and have trust issues. Future optimization requires action at several levels. Government support is needed through policies, authoritative platforms, and subsidies. Service providers should offer age-friendly, personalized design, and continuous support. Social support systems are also essential, such as digital reciprocity from family and peer help. These strategies are critical for enhancing user experience, bridging the digital divide, and enabling both older adults and their caregivers to fully benefit from digital health technologies.