The use of digital health services and its predicting factors among health maintenance organizations

BACKGROUND: In line with insights whereby digital health services (DHS) can increase the accessibility and availability of health services, health maintenance organizations (HMO) have developed various DHS, with the aim of improving services and reducing disparities in health. Specifically, the COVID-19 crisis forced HMO to accelerate the use of DHS, to allow for remote health services. Yet, the implementation of technology-based services in healthcare is complex, due to a range of obstacles related to technological, ethical, and human aspects. This study aimed at identifying and comparing the predicting factors of DHS use, including digital health literacy and attitudes towards DHS, to understand its implementation among the four HMO in Israel. METHODS: The study included a correlative cross-sectional design. Data was gathered via a closed-end questionnaire, distributed through an online panel to 609 Israeli respondents, aged ≥20, regarding demographics and attitudes towards DHS, digital health literacy, and the extent of DHS use. Hierarchical regression was performed to examine whether the research variables predict DHS use. One-way ANOVA was conducted to compare between HMO. RESULTS: Higher use of DHS was found to be predicted by ethnicity (Jews), income (average and above), belonging to a certain HMO (Maccabi and Leumit Health Services), positive attitudes towards DHS, and higher digital health literacy (R(2)=.26). In addition, significant differences were seen between HMO in the degree of use (moderate effect) and attitudes towards DHS (weak effect): members of Maccabi and Leumit Health Services held more positive attitudes towards DHS, and made greater use of them, compared to members of Clalit and Meuhedet Health Services. CONCLUSIONS: As use of DHS differs across HMO, the latter should act to adapt DHS to meet the characteristics and needs of certain target groups among their members, as a means for increasing the use of digital services. KEY MESSAGES: • HMO should adapt their DHS to meet members’ demographic characteristics and needs. • Adjusting DHS may improve members’ attitudes towards such services and increase their involvement in using them.