Table 1 Description of the three included cases and data collection

Case A; Virtual Technology Clubs

National sight loss agency

Scope: The purpose was to learn about and discuss the latest in technology, equipment and apps that can help overcome any barriers in the daily lives of people with sight loss.

Stakeholders: Service users were adults (≥18 years). Each club was facilitated by at least one Technology Trainer. The Technology Trainer is a role that existed in the organisation before the development of the clubs. These trainers initially had more of a didactic role, where they imparted information, but took on a more faciliatory role as the clubs developed and service users learned from their peers.

Platform: Service users joined the club using Microsoft Teams. They were either sent a link to join on their computer or smart device, or were given a phone number to dial into meetings (audio only).

Location and frequency: Seven regional clubs were developed across Ireland during a period of Covid-19 restrictions in 2020. The clubs initially met once per week. Out of the seven clubs, two clubs now meet once every 2 weeks. The remaining five clubs continue to meet once per week.

13 interviews; 2 technology trainers; 11 service users. 3 service users chose to join clubs using the phone (audio only). Service users and service providers from three clubs (Dublin, West of Ireland, and South-East of Ireland). Data collection November 2021.

Case B; “Virtual Service”

National organisation that provides services to children and adults with disabilities and their families in 15 counties.

Scope: The purpose was to replicate the in-person day services provided by the organisation across multiple locations. A chat room stream, for service owners to meet and talk, and a separate structured activity stream were developed. The virtual service provided a range of services to adult service owners. A menu of online classes was developed (Yoga, Zumba, Theatre, Bingo, Cooking, Art, Quizzes, Audio Book Club, music, creative writing, meditation, travel news, entertainment news, pet’s corner, outdoor walks, concerts, plays) resulting in a range of activities being available for adults to access remotely. Activities were developed in partnership with service owners and the service remained open to their suggestions throughout the development process. The content of activities was subsequently adapted to include self-advocacy, mental health and well-being and other educational/training content.

Stakeholders: Service owners were adults (≥18 years). Activities were provided by staff members, volunteers and third-party contractors. A new “virtual support worker” role was developed, which service owners applied for and were subsequently trained to facilitate and lead activities. They received additional train-the-trainer and safeguarding training to support them in their roles. The virtual service was supported by an external partner that provided project management support, volunteers, training support, tech support, funding, and devices.

Platform: Service owners joined using Microsoft Teams.

Location and frequency: The virtual service was developed at two centres during a period of Covid-19 restrictions. It was replicated in other centres and subsequently became a National Virtual Service. It was originally provided five days per week from 9am to 5pm with six activities scheduled per day. It is now delivered in a blended format. between 10 am and 3 pm, with activities scheduled between 11 am and 3pm that service owners can access online or face-to-face in centres.

16 interviews; 9 service owners, 2 support people, 5 service providers. Service owners and service providers from three regional centres (Dublin, Limerick and Kerry). Data collection February to July 2022.

Case C; Paediatric therapy groups

National organisation that provides services to children and adults with disabilities and their families in 15 counties.

Scope: The purpose was to provide virtual group services to children. Groups included a virtual quiz, a virtual craft group, music group, social hang out group and footie talk group.

Stakeholders: Participants in the group ranged in age from 8-17 years. Content for each group was led by a therapist with service user input and suggestions. For the virtual craft group, participants received craft supplies in the post in advance of the group. Groups were typically facilitated by two clinicians. The children were matched to a group according to the age range that was thought appropriate to manage by facilitators. Some groups were delivered by an external provider (e.g. craft and music group). Health professionals employed by the organisation supported the sessions by managing the technical aspects and group dynamics. As only 9 people could be viewed on screen at once, group size was restricted to 6 service users to allow up to three staff members support the session.

Platform: Service users joined using Microsoft Teams.

Location and frequency: The groups were developed at one centre during a period of Covid-19 restrictions. Some groups occurred in a once weekly, six-week block. Other groups occurred once a month or at the request of service users. The service is no longer being delivered.

11 interviews; 3 service users; 3 support people; 5 service providers. Service users and providers from one regional centre in West of Ireland. Data collection July to September 2022.