Table 1 Analytical process and categories

If you are going to have to use something new, it’s good to get the training you need to do so.

Importance of proper staff training

Purposeful training creates confidence and changes attitudes

‘It [training] is supposed to be appropriate – what are we going to find out about, what are we going to use it [telecare] for?

Training to fit purpose of tasks and technology

That you are confident in what you are going to do after you have received that training. That you know you will master it [the new task].

Training creates confidence

If everyone has the feeling of receiving good training, it’ll be a lot more effective, then you’ll change attitudes.

Training changes attitudes

We have a big staff group, 50 to 60 people, and within it there are a lot of different attitudes and experiences.

Different staff have differing abilities

Training needs depend on ability to cope with telecare

Personally I feel that I would not need that much [training]. I think it would probably be enough with a few hours.

Confidence in own ability to cope

We have mostly elderly users over 70 years old, right. I do not think they can manage to use it [technology]. It will be difficult for them.

Difficult for elderly to cope with technology

They [the patients] are so astute many of them, they manage with all kinds of stuff [technologies] like that.

Some elderly can cope with technology

I think that the elderly now gradually appearing, they are more accustomed to technology and that makes it easier to introduce. Those who are old now, they have never had it in their hands. So it [implementation] will probably become easier.

The elderly of the future will cope better

The gap is big in the need for training. Some take things on very quickly. They are so accustomed to technology that they think “really, we need to sit here for 3 h and listen to this?” Some need a lot of training, while for others a little user manual will be enough.

Individual users have individual training needs

One must be very adept at assessing, when one is out there, will the person be able to use this, with training?

Assessment of patient ability to cope

We are given training, but then the new system is not up and running until 3–4 months later, and by then we’ve forgotten it all. [Implementation] has to be straight after we’ve had the training, or else it needs to wait.

Training must not be given too far in advance of active use

The timing of training

And that there is time for it [training]! Not least. That was an error that was made here, that there was not enough time set aside.

There must be enough time for training

[Training] may well require some time away from other things, from everyday services. And I think we already have too much of all types of different things that we do.

Training should not take up too much time

The best way to learn it is to use it. We need training where we get to try the equipment ourselves, to know how it works, [to see] what gives the most beneficial effect.

Learning through practical use

Training must facilitate practical insight into the patients’ perspective

It is important that we get to try it [virtual visits] as service users. So that we know what they have to deal with.

Understanding the user perspective

[Simulation] would be very educational and informative for everyone.

Positive to the use of simulation

The practical things, both for us and for the one at the other end. How to turn it on and off and how to make a call. The basics.

Technical skills

Training content must focus on the telecare process

How do you communicate? What is smart to say and what is not smart to say? What questions should you ask? This will depend somewhat on who you are talking to.

Communication techniques

I think also creating a little awareness about the ethical aspects, in relation to it being through a screen and, well, how there may be others [present with the patient] who can hear.

Ethical aspects

I think it is important for the user that it is someone who they trust and can have a chat with. That they can make mistakes but feel safe.

How to train and support patients