Des outils numériques au service de… ou contre le travail et la relation d’aide ? L’ambivalence liée à l’introduction d’outils numériques dans l’aide aux personnes âgées

In activities to help the elderly, digital tools are more and more present in nursing homes and home care services. Most structures are equipped with computers or even tablets, and home workers increasingly have smartphones. These tools have two main functions: the transfer of information and the capture of information. The objective of this article is to understand how the introduction of new digital tools can modify work relations and service relations. This contribution is based on a qualitative survey conducted, as part of a research program funded by the Ministry of Labor, and carried out in France. 41 interviews were conducted in 6 nursing homes, an aftercare and rehabilitation establishment and a home help service with employees and managers. The employees interviewed identify positive aspects related to the introduction of digital tools in particular for the improvement of working conditions highlighting the time savings brought by these tools, but also the quality of the service provided. However, many risks are also highlighted, which underlines the importance of the context in which these tools are introduced. Indeed, the sector is today characterized by a progressive deterioration of working conditions. It is then a question of understanding the role of the tools in this context, and of identifying the conditions to be met so that the tool uses can develop in the service of the quality of work and service for the elderly.