White Paper
Older Populations Have Adopted
Technology for Health
People Over 65 Will Use Remote Care Technology
to Take Better Care of Themselves
Executive Summary
Engaging older adults with chronic conditions through the use of remote technology has the potential
to transform healthcare and improve their health and independence. When properly implemented,
remote care technology can activate members to effectively manage their care by driving behavior
change and can keep members connected to their support team. A common misperception is that
people over 65 will reject technology and refuse to integrate it into their daily lives. Remote care
management (RCM) can overcome those obstacles and yield powerful results.
Recent studies show older adults are connecting with technology more than ever.1 For Medicare
Advantage (MA) plans, the key when implementing an RCM program for members is to consider two
characteristics: people over 65 are traditionally less-experienced with technology when compared
to younger adults, and most people over 65 show declines in perceptual, motor, and/or cognitive
function that can interfere with their ability to use technologies.2 These hurdles can be overcome
with a comprehensive understanding of how aging influences technology use. This paper analyzes
older adults’ attitudes toward technology and discusses the importance of designing technology that
understands older adults’ unique needs, preferences, capabilities, and limitations.
Tech-Savvy Older Adults
Despite a common perception
that older adults will not adopt
technology, this population
has demonstrated numerous
instances of successful use and
acceptance of technology. A
recent report by Pew Research
Center found that for the first
time, more than half of older
adults are active online.3 Even
more importantly, recent studies
also suggest that older adults are
moving beyond simply buying a
computer and connecting to the
Internet and are now integrating
technology into their everyday
lives. For example, the same
Pew Research Center report
found that among older adults
online, 70% use the Internet
on a typical day.4 Similarly, an
AARP survey found 40% of
adults age 50 and older consider
themselves “extremely or very
comfortable using the Internet.”5
These findings indicate that
once adults are given the tools
and training needed to start
using the Internet, they become
active users. In addition to
computer and Internet use, other
technologies, such as e-readers
and tablets, have also been
increasingly adopted among
older adults. A poll conducted
by Harris Interactive found
that older adults make up the
highest percentage of tablet
and e-reader owners.6 Their
acceptance of e-readers and
tablets is of particular interest
because these technologies, like
new healthcare technologies,
have a touchscreen interface.
Recognizing that consumers
typically understand new things
in the context of things they
already know, it stands to reason
that by making the unfamiliar—
healthcare technology—familiar,
the likelihood of adoption among
older adults would be high.
This trend of older adults
using technology is expected
to continue to escalate as the
78 million baby boomers age
and require more healthcare
services. Baby boomers use
technology for everything—
As of April 2012,
53% of American
adults age 65 and
older use the
Internet or email.10
from entertainment and news
to online banking and social
networking—almost twice
as much as the current older
generation and just as much as
young adults.7 Baby boomers are
also the early adopters of online
health. They are 98% more likely
to visit health websites compared
to the average Internet user,
and are increasingly exposed
to online health services at
work.8 A 2011 survey of nearly
3,000 large employers by global
consulting firm Mercer found
11% of large employers—those
with at least 5,000 employees—
said they have a telemedicine
program (the delivery of clinical
services, including diagnosis
and treatment, from a remote
Internet use by age group, 2000-2012
% of American adults age 18+ who use the Internet
Source: Pew Internet & American Life Project Surveys, April 2000-April 2012
More: http://pewinternet.org/Trend-Data/Internet-Adoption.aspx
2
location) in place and 38% said
they are interested in pursuing
telemedicine.9 Thus, based on
baby boomers’ history, it can
be reasonably assumed that
baby boomers will carry their
experience with the Internet and
other technologies into their
senior years, especially their
healthcare behaviors.
Technology Adoption
Influencers
Understanding barriers to wider
healthcare technology adoption
is vital to enable its further
adoption. In this section, we
discuss the complex interplay of
barriers identified in literature,
including: establishing a clear
need for the technology and
addressing older adults’ concerns
about privacy, ease of use, and
connectedness to their clinician.
One patient satisfaction survey
of participants in the Veterans
Health Administration’s care
coordination/home telehealth
program found the only
challenges participants identified
were equipment functionality and
care coordinator accessibility.12
These identified barriers suggest
health technology must be easyto-use, familiar, and maintain or
enhance clinical relationships in
order for older adults to integrate
technology into their daily lives.
Meet the Needs and
Wants of the Older
Population
Research shows that older adults
are more likely to use technology
when the technology’s benefits
are apparent and can enable
them to accomplish their goals.13
Based on analysis of members’
concerns and preferences, it can
be argued that older adults’ need
for home healthcare technology
will be largely driven by their
Humana Cares* Case Study
Insight supplied by participants of the Humana Cares telehealth pilot study suggest that healthcare in particular may
be a domain in which older adults adopt technology as a
helpful tool. Humana Cares, a national division of Humana*,
launched an extensive RCM program in January 2011, where
2,000 of its members with congestive heart failure (100%
of whom were age 65 or older) were given a remote care
monitoring device that included daily biometric monitoring
and member education. Near the conclusion of the pilot,
participants expressed high satisfaction with the technology
and in fact, were reluctant to return it. Kate Marcus, clinical
operations manager for Humana Cares, recalls, “As we are
removing these devices from the home, we are really seeing
how connected the members are to their devices and how
connected they are to the nurse.”11
dissatisfaction with our current
healthcare system and desire for
innovation that supports aging
in place. Technology must go
beyond inputs and data—it must
quickly demonstrate benefits.
Addressing gaps
in healthcare
Nearly half of American adults
age 50 and older are concerned
there won’t be enough nurses
or doctors to provide care in the
future.14 This concern is validated
by recent research showing
that a majority of older adults
are not receiving the care they
need. A 2012 poll found only 7%
of adults age 60 and over are
receiving all seven of the care
services identified by the study
as important to “healthy aging,”
whereas a large majority (76%)
received fewer than half.15 As
the aging population continues
to grow and consequently,
resources become more and more
stretched, older adults’ concern
over access will also increase,
opening the door for new care
models. Evidence of this is already
being seen. A recent national
survey indicates that a “majority
of American adults expect their
doctors to communicate with
them proactively—even when
they’re well—via texts, emails and
proactive smart phone alerts.”16
Supporting older adults’
preferred lifestyle
Independence is a critical issue for
many older adults, as exemplified
by their overwhelming preference
to live in their own homes, for as
long as possible. A 2012 national
sample of 2,250 American adults
age 60 and older found at least
three or four respondents in every
market are “very or somewhat
confident in their ability to stay
in their current home for the next
five to ten years without significant
modifications,” and one in five
already made modifications
to help them age in place.17
However, due to the rising rates
of chronic disease among older
adults—approximately 80% of
older adults require ongoing care
3
for at least one chronic condition,
50% have multiple chronic
conditions, and 60% are managing
three or more prescription
medications—living at home can
be unfeasible, unhealthy, and
costly to MA plans.18 Fortunately,
technologies have the potential
to support aging in place and
older adults agree. A 2008 AARP
report showed that older adults
are willing to use a wide range
of technologies to “gather
information, be safe at home,
and promote their personal
health and wellness” if these
technologies allow them to
remain independent.19
Offer a Safe and
Secure Experience
Concerns about privacy and
security become more prevalent
as people get older. A Pew
Research Center survey showed
that 61% of adults aged 65 and
older are ‘very concerned’ about
businesses and people they
don’t know getting personal
information about them or their
families, compared to 46% of
Americans between ages 18
and 29.20 Participants in a 2009
qualitative study on technology
echo these sentiments, stating,
“Everything comes back to
privacy…we grew up reading
1984 and Brave New World. I
don’t know if kids in high school
even have to read these anymore.
1984 sounds like a history book.
But it’s still valid—those futuristic
environments in which everything
is known and controlled.”21 To
minimize these concerns, it is
important to make privacy options
clear and for technologies that
target older adults to incorporate
data protection features like
encryption, authentication, and
controlled access. One study
found that only 34% of boomers
felt comfortable about privacy
with Internet sites that customized
content or advertising, and yet,
when provided with clearly stated
privacy policies that number
increased to 52%.22
Make Sophisticated
Technology Simple
The use of technology by older
adults is heavily predicated on
the user interface experience
in terms of ease of use and
simplicity. Consider that 57% of
baby boomers indicate a product
having “too many features”
is the primary cause of their
frustration with technology.23
Older adults, who typically have
little technological background
compared to younger adults, lack
confidence in their capabilities to
understand and use technology,
and as a result feel insecure,
discouraged, irritated, and
stressed when using technology.
To remove this potential barrier,
technology for older adults must
be intuitive, incorporate logic
flow, and include tailored features
for novice users. Secondly, as
people age, they can experience
a number of perceptional,
motor, and cognitive changes
that threaten their ability to
use technology effectively.
However, with the innovative
use of touchscreen interface,
new technologies can now
accommodate for many common
age-related limitations in new
ways.
For example:
• Perceptual skills:
Approximately one third of
Americans between ages 65
and 74 have hearing loss, and
most people notice visual
problems around the age
of 40.24,25 A large, colorful
touchscreen makes it easier
for older adults to perceive
and comprehend visual
messages.
• Motor movement: With
age, people experience an
overall slowness of movement
and consequently, can find
it difficult to make precise
selections of small interface
targets. In lieu of joysticks
or a mouse, a touch screen
uses virtual buttons that are
easier to press accurately.
Also, when used in landscape
mode, older adults can hold
the device in both hands while
manipulating screen objects,
reducing physical burden.
• Cognitive reasoning:
Technologies traditionally rely
on a person’s ability to keep
information active; however
this is typically unrealistic for
older users unless they are
practiced users. Good use
of text, color, or icons inform
users where they are in the
system and where they have
been.
It is also important to note that
there is considerable variability
in performance by individual,
and thus, technology should
also include customizable or
adjustable features to meet each
person’s unique needs.
4
Humanize Technology through Videoconferencing
A commonly held belief among older adults is that technology will replace in-person interaction with their
healthcare provider. Technology features, like two-way videoconferencing, can help relieve these fears by
making the online experience as familiar and as personalized as the offline experience in terms of content
and interaction. Available data also largely disputes this fear, indicating that although technology redefines
the patient-doctor relationship, it does not detract from it. For example, in a Florida-based study of primarycare-centered telemedicine, almost all respondents reported that using technology to consult with their
doctor did not have a negative impact on the doctor/patient relationship.26 In fact, more than 60% of
respondents thought the technology had a positive effect on their relationship with their doctor.27
Conclusion
Contrary to popular belief, older adults are increasingly interested and involved in using new technology.
MA plans and providers that fail to take advantage of this trend and optimize the use of technology miss
an important opportunity to engage and improve the health of older adults—the most frequent and
heaviest users of health services in the U.S.—in a more safe, effective, and cost-efficient way.28 However,
not all technology is useful to and usable by older adults. Well-designed technology understands the user
and accommodates for their unique needs, preferences, capabilities, and limitations. Leveraging these
technologies will lead to interventions that promote successful aging, bringing important benefits to older
adults, their families, and the healthcare system as a whole.
For More Information
Learn how Intel-GE Care Innovations™ solutions incorporate insights gained from 12 years living with,
talking with, studying, observing, and listening to older adults and other people at all levels of healthcare
and independent living. Visit careinnovations.com/MApayer to see an online overview of our remote care
management platform.
5
References Consulted
Madden, M. and Zickuhr, K. (2012, June 6). Older Adults and internet use. Pew Research Center. http://pewinternet.org/Reports/2012/
Older-adults-and-internet-use.aspx
1
Smith, A. and Zickhur, K. (2012, April 13). Digital Differences. Pew Research Center. http://pewinternet.org/Reports/2012/Digitaldifferences/Main-Report.aspx?view=all
2
Madden, M. and Zickuhr, K. (2012, June 6). Older Adults and internet use. Pew Research Center. http://pewinternet.org/Reports/2012/
Older-adults-and-internet-use.aspx
3,4
Koppen, J. (June 2010). Social Media and Technology Use Among Adults 50+. AARP. http://assets.aarp.org/rgcenter/general/
socmedia.pdf
5
No Surprise, eReader Use Continues to Grow. Harris Interactive. (2012, March 8). http://www.harrisinteractive.com/NewsRoom/
HarrisPolls/tabid/447/mid/1508/articleId/979/ctl/ReadCustom%20Default/Default.aspx
6
Hesdanun, A. (2004, April 8). Boomers Closing Digital Divide. CBS News. http://www.cbsnews.com/stories/2004/04/08/tech/
main610937.shtml
7
Greying Gadgets: How Older Americans Shop For and Use Consumer Electronics. Consumer Electronics Association. (2009, March 31).
8
Sinclair, J. (2012, February 15). Mercer 2011 National Survey of Employer-Sponsored Health Plans. Mercer. http://www.ehpco.com/
documents/MercerColumbusSurveypresentation2011.pdf
9
Madden, M. and Zickuhr, K. (2012, June 6). Older Adults and internet use. Pew Research Center. http://pewinternet.org/Reports/2012/
Older-adults-and-internet-use.aspx
10
Wicklund, E. (2012, August 6). Humana promises numbers will show power of telehealth. Healthcare IT News. http://www.
healthcareitnews.com/news/humana-promises-numbers-will-show-power-telehealth
11
Lance B. Young, PhD, MBA; Linda Foster, RN, MSN; Aaron Silander, MSW; Bonnie J. Wakefield, PhD, RN. Home Telehealth: Patient
Satisfaction, Program Functions, and Challenges for the Care Coordinator. Journal of Gerontological Nursing, November 2011 - Volume
37 • Issue 11: 38-46
12
The SCAN Foundation Technology Summit: Enhancing Social Action for Older Adults through Technology. The Center for Technology
and Aging. (2010). P. 24. http://www.phi.org/uploads/application/files/6ozrdkasm3dmzdf33z169oy76xe6alixy78ummlkdcwgspvwa0.pdf
13
Manos, D. (2009, September 11). Elderly Americans concerned about healthcare access. Healthcare Finance News. http://www.
healthcarefinancenews.com/news/elderly-americans-concerned-about-healthcare-access
14
How Does It Feel? The Older Adult Health Care Experience. John A. Hartford Foundation. (2012, April 24). http://www.jhartfound.org/
learning-center/hartford-poll-2012/
15
Milliard, M. (2012, October 9). Patients want texts and emails, in sickness and in health. Healthcare IT News. http://www.
healthcareitnews.com/news/patients-want-texts-and-emails-sickness-and-health
16
The United States of Aging. National Council on Aging. (2012, June 8). http://www.ncoa.org/assets/files/pdf/united-states-ofaging/2012-survey/USA-Topline-Results.pdf
17
Bates, D. W., Cullen, D. J., Laird, N., et al. Incidence of adverse drug events and potential adverse drug events. Implications for
prevention. ADE Prevention Study Group. JAMA. 1995 Jul 5; 274(1):29-34. http://www.ncbi.nlm.nih.gov/pubmed/7791255?dopt=Abstra
ct&holding=f1000,f1000m,isrctn
18
American Association of Retired Persons (AARP) Healthy @ home. Washington, DC: American Association of Retired Persons. 2008.
http://www.ncbi.nlm.nih.gov/pmc/articles/PMC2956433/#R3
19
6
Fox, S. (2005, October 5.) Digital Divisions: There are clear differences among those with broadband connections, dial-up connections,
and no connections at all to the internet. A Pew Internet White Paper. http://www.pewinternet.org/~/media/Files/Reports/2005/PIP_
Digital_Divisions_Oct_5_2005.pdf.pdf
20
Boomers and Technology: An Extended Conversation. AARP and Microsoft. October 2009. p. 7. http://assets.aarp.org/www.aarp.org_/
articles/computers/2009_boomers_and_technology_final_report.pdf
21
Online Privacy Still a Consumer Concern. Burst Media. February 2009. Retrieved from Boomers and Technology: An Extended
Conversation - AARP.
22
Greying Gadgets: How Older Americans Shop For and Use Consumer Electronics. Consumer Electronics Association. (2009, March
31).
23
Quick Statistics. National Institute on Deafness and Other Communication Disorders. 2010. http://www.nidcd.nih.gov/health/statistics/
Pages/quick.aspx
24
Adult Vision: 41 to 60 Years of Age. American Optometric Association. http://www.aoa.org/x9453.xml
25
Mair F. Patients’ perceptions of a telemedicine specialty clinic. J Telemed Telecare 2000; 6:36-40. Retrieved from http://www.
jpgmonline.com/article.asp?issn=0022-3859;year=2005;volume=51;issue=4;spage=294;epage=300;aulast=Whitten#ref58
26,27
Health, United States, 2009: With Special Feature on Medical Technology. National Center for Health Statistics. January 2010. http://
www.cdc.gov/nchs/data/hus/hus09.pdf
28
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