Exploring stakeholder perspectives: Enhancing robot acceptance for sustainable healthcare solutions

The pandemic has highlighted the fact that healthcare systems around the world are under pressure. Demographic change is leading to an increasing shortage of care workers in most countries, and the demographic challenge is only just beginning in most societies. While robots are widely used in industry, robotic support in healthcare is still limited to very specialized robots in the operating theatre. The question of what type of deployment is likely to be successful in a healthcare scenario is not only a technological or economical question but also one of technology acceptance. The answer to this question supports entrepreneurial opportunities to develop sustainable healthcare solutions.

In this paper, we analyze the acceptance of robots in elderly care from the perspective of patients, patient families, and geriatric care professionals. To understand the various positions and to identify the suitability of existing acceptance models, we applied stakeholder mapping to conduct qualitative interviews with 14 people with different knowledge backgrounds and levels of involvement in care situations, based on 9 videos showing different robots and application scenarios.

The results confirmed that existing technology acceptance models need to be extended by factors such as robot appearance. We found that the background knowledge of the respondents influences the results of the questions about e.g. safety concerns. In addition, we found that the contribution to patients' self-determination and independence is an important factor that is not included in existing technology acceptance models. Finally, the discovery of a significant discrepancy between the self-perception and the external perception of the different stakeholders regarding the acceptance of a service robot can be explained by the stakeholder positions involved in caring for the benefit of a specific patient.

These findings encourage further research, especially with the underlying assumption that technology acceptance in healthcare is not just a patient issue, but a stakeholder issue. Stakeholder mapping is a valid tool to analyze the interdependencies for the acceptance of robots. Therefore, we suggest using a tool such as stakeholder mapping to further analyze these issues.