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Abstract(s)
Esta dissertação explora o impacto da adoção de chatbots no contexto dos serviços de saúde, mais concretamente no Serviço Nacional de Saúde. A pesquisa investiga a perceção e aceitação dos utilizadores do SNS relativamente a esta ferramenta, com o objetivo de melhorar o atendimento e experiência do utilizador, assim como melhorar o acesso aos serviços de saúde. A metodologia desta pesquisa inclui entrevistas semiestruturadas com alguns utilizadores do SNS. Estas entrevistas foram analisadas com o intuito de identificar as suas preocupações e pontos de vista positivos associados a esta integração na saúde. Apesar de reconhecerem potencial nos chatbots, como personalização de respostas ou direcionamento de cuidados, não deixaram de mostrar alguma reticência relativamente à partilha de dados pessoais ou à complexidade da interface inerente à tecnologia. Esta pesquisa contribui para uma compreensão mais profunda sobre o potencial dos chabots na prestação de cuidados de saúde e fornece bases para futuros estudos dentro da mesma área.
This dissertation explores the impact of chatbot adoption in the context of healthcare services, specifically within the National Health Service (SNS). The research investigates the perception and acceptance of SNS users regarding this tool, with the aim of improving service delivery and user experience, as well as enhancing access to healthcare services. The methodology of this research includes semi-structured interviews with selected SNS users, which were analysed to identify their concerns and positive views associated with this integration in healthcare. Although recognizing potential benefits in chatbots, such as personalized responses or care direction, users expressed some reluctance regarding the sharing of personal data or the complexity of the technology interface. This research contributes to a deeper understanding of the potential of chatbots in healthcare delivery and provides a foundation for future studies in the same area.
This dissertation explores the impact of chatbot adoption in the context of healthcare services, specifically within the National Health Service (SNS). The research investigates the perception and acceptance of SNS users regarding this tool, with the aim of improving service delivery and user experience, as well as enhancing access to healthcare services. The methodology of this research includes semi-structured interviews with selected SNS users, which were analysed to identify their concerns and positive views associated with this integration in healthcare. Although recognizing potential benefits in chatbots, such as personalized responses or care direction, users expressed some reluctance regarding the sharing of personal data or the complexity of the technology interface. This research contributes to a deeper understanding of the potential of chatbots in healthcare delivery and provides a foundation for future studies in the same area.
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Keywords
Transformação digital Saúde Chatbots Integração tecnológica Saúde digital Perceção do utilizador Digital health Healthcare Technological integration Digital health User perception