Healthcare workers’ perceptions and user experiences of biometric technology in the selected healthcare facilities in Zambia

Abstract

Abstract Background Biometric recognition, using traits like fingerprints, faces, and irises, has advanced significantly, enabling accurate identification. Despite progress, implementation in Zambian healthcare is limited. This study explored healthcare workers’ and patients' perceptions and experiences regarding biometric technology in Zambian healthcare settings, offering insights for informed decision-making and product design. Methods This phenomenological study explored the perceptions and experiences of healthcare workers and end-users (patients) concerning biometric technology in four healthcare facilities in Lusaka Province: Chilenje, Chawama, Kanyama (first-level hospitals), and Railways Urban Clinic. These facilities were purposefully selected for their active use of biometric services and involvement with the National Health Insurance Management Authority (NHIMA). The study included 20 healthcare workers and 16 patients. Face-to-face interviews with healthcare workers and patients, and focus group discussions with users, lasting 35 to 65 min, were conducted. Interviews were audio-recorded, transcribed verbatim, coded with Nvivo version 12, and analyzed using inductive thematic analysis. Results Facilitators included efficient system integration, investment in biometric equipment, workflow transformation, and patient recognition of benefits. Barriers included infrastructure limitations, technical challenges, patient resistance and misconceptions, and accessibility challenges for individuals with disabilities. Conclusion This study highlights the transformative potential of biometric identification systems in healthcare, emphasizing benefits in efficiency and data integrity. Successful integration requires addressing facilitators like education and infrastructure and mitigating barriers such as cultural resistance and technological limitations. Stakeholders, including policymakers and healthcare providers, can use these insights to align efforts with Sustainable Development Goals for improved healthcare access and reduced inequalities. Considering user perspectives is crucial for effective implementation, and continuous improvement can enhance healthcare delivery and patient outcomes.