Moral distress and ethical decision-making of eldercare professionals involved in digital service transformation

Abstract

Aim: Technology affects almost all aspects of modern eldercare. Ensuring ethical decision-making is essential as eldercare becomes more digital; each decision affects a patient’s life, self-esteem, health and wellness. Methods: We conducted a survey and interviews with eldercare professionals to better understand the behavioural ethics and decision making involved in the digital transition of eldercare. Conclusion: Our qualitative analysis showed three recurrent roles among eldercare professionals in regard to digital service transformation; makers, implementers and maintainers. All three encountered challenging and stressful ethical dilemmas due to uncertainty and a lack of control. The matter of power relations, the attempts to standardize digital solutions and the conflict between cost efficiency and if digital care solutions add value for patients, all caused moral dilemmas for eldercare professionals. The findings suggest a need for organizational infrastructure that promotes ethical conduct and behaviour, ethics training and access to related resources.Implications for rehabilitation The transition to digital care service is not neutral, but value-laden. Digital transformation affects ethical behaviour and decision-making. The decision as to which digital services should be developed and deployed must include eldercare professionals and not lay solely in the hands of managers, technologists and economists. We must move away from attempting to fit standardized solutions to a heterogenous group of older patients; accommodating the pluralism of patients’ needs and wants protects their dignity, autonomy and independence. As digital care practices evolve, so too must organizational structures that promote ethical conduct.