Response Center Services: An Exploratory Study

Abstract

The population aging has facilitated a growing number of welfare technologies and smart home solutions. These technologies enable clinical staff and health care professionals to provide health services in an intelligent way with the trend of patient-centric digital health platforms. As one of the health services, response center service is facing new challenges when connected with welfare technologies, such as false alarms, security threats, privacy leakage, etc. This paper introduces the mechanism of the response center and the role it plays in healthcare. We conduct an exploratory study to find out the benefits and challenges of the response center service from the results of a structured interview. Based on the findings, we identify the required services to improve the intelligent response center mechanism.