Perceived Use of Web-Based Videoconferencing for Social Connectedness Among Older Adults Living in Long-Term Care: Qualitative Study.

Background: The COVID-19 pandemic highlighted how restrictions on in-person interactions within long-term care homes (LTCHs) severely compromised social connectedness among older adults and their families. Post pandemic, despite policy changes supporting greater in-person family engagement, frequent outbreaks continue to disrupt face-to-face interactions, and factors such as geography, life circumstances, and health can constrain family members' ability to make regular in-person visits. Research suggests that web-based videoconferencing technology (WVT) may be a practical solution to help older adults within LTCHs to maintain social connection in the absence of physical gathering. However, increased understanding of end user experience is lacking, and more information on LTCHs' readiness to support and sustain WVT will be needed if this modality is to be successfully and widely implemented. Objective: This study aimed to understand how older adults living in LTCHs, their families, and LTCH staff members perceived the use and ease of use of WVT devices for facilitating social connectedness. Methods: Using a qualitative description approach, in-depth semistructured interviews were conducted with 7 older adults, 22 family members, and 10 staff across 3 LTCHs via Zoom (Zoom Communications, Inc), Microsoft Teams, or phone calls. Data were analyzed using a directed content analysis informed by the technology acceptance model. Results: Findings were structured into 3 main themes: actual system use, perceived usefulness of WVT, and perceived ease of use of WVT. Participants described using a range of WVT hardware and software to promote social connection between older adults and family members. Videoconferencing had a crucial role in supporting older adults and their family members' positive emotional state while also enabling them to maintain life and social roles such as participating in family functions. Despite the perceived use of these tools, participants were concerned about the decline in offering videoconferencing services across LTCHs post pandemic. Some participants noted shifting funding priorities toward supporting in-person recreational activities rather than diversifying web-based social connection options. In addition, factors pertaining to WVT ease of use and integration included limited staff to support older adults with different physical and cognitive needs, variability in digital literacy including knowledge about accessibility features to enhance the ease of use, and families' lack of awareness about the availability of WVT for social connectedness. Conclusions: Web-based videoconferencing technology has the potential to be a meaningful tool to reduce social isolation and promote a sense of social connectedness among older adults and their families and friends. Future research should explore how WVT could be integrated into care planning for this population, particularly in situations where older adults may be at heightened risk for social isolation. Resource allocation toward equipment, infrastructure, and family and staff training would be well-placed to increase engagement with WVT within LTCHs.