Key considerations for implementing staff-facilitated video-calling activities for social connectedness in residential aged care
Kong Saoane Thach
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AbstractBackground: Video calling has been increasingly adopted in residential aged care facilities (RACFs) to support social connectedness among residents, particularly during disease outbreaks when visitor restrictions are in place (e.g., COVID-19). While prior studies have highlighted its benefits, various challenges often hinder effective implementation. However, limited research has explored strategies to address these challenges and optimise their benefits.
Research aim: This study investigates: (1) the challenges faced when implementing video-calling activities for social connectedness in RACFs, and (2) how these activities can be implemented effectively.
Methods: Semi-structured interviews were conducted with ten Australian RACF staff experienced in supporting residents’ video calls. Data were thematically analysed to identify socio-technical factors influencing adoption and use.
Results: Several socio-technical challenges within the settings were reported when video-calling programs were introduced. These included concerns arising from the complex conditions of residents, limited staff and devices, and low-tech infrastructure. Furthermore, the findings revealed significant staff involvement in device setup, conversational mediation, and both technical and psychosocial support. A “facilitation triad” emerged, comprising residents, staff, and technology, underpinned by residents’ needs, staff capabilities, and resident engagement. Organisational and external factors further shaped the outcomes.
Conclusion: Effective video-calling in RACFs depends on optimising the facilitation triad and leveraging supportive organisational and external conditions, ensuring technology enhances social connectedness.Keywords: aged care, technology facilitation, social connectedness, socio-technical chal- lenges, long-term care
Kong Saoane Thach (2025). Key considerations for implementing staff-facilitated video-calling activities for social connectedness in residential aged care. Gerontechnology, 24(1), 1-15
https://doi.org/10.4017/gt.2025.24.1.1218.12