Examining the challenges in sustaining user engagement with a mobile app to enhance multidrug-resistant tuberculosis (MDR-TB) care in Vietnam and its implications for implementing person-centred mHealth interventions

Digital health technologies, especially mobile application (mHealth), offer great potential for enhancing person-centred care and managing MDR-TB. The rapid expansion of digital infrastructure in Vietnam presents a valuable opportunity for such interventions. This qualitative study examines user experiences to explain reported reduction in engagement with (i.e. use of) a smartphone app which is being trialed to improve early detection and management of adverse events (AEs) among MDR-TB patients in Vietnam (VSMART trial). We conducted 37 in-depth interviews with patients and healthcare workers (HCWs) and thematically analyzed the data. Initially, patients were motivated to use the app seeing it as a promise of the provision of 'good care' from trusted healthcare workers, and over-estimated its functional capacity. However, as patients realized its functional limitations for AE reporting and management they reverted to communicating with HCWs through existing communication channels. While the app empowered patients to communicate with HCWs for AE reporting, it inadvertently increased HCWs' workloads which became difficult to manage. This resulted in a paradox where the app was used because of its social value, in spite of its limited functional value. This study reveals how relational and socially mediated effects of technology may complicate mHealth design and implementation, illuminating why 'acceptable' technologies within pilot/projects could struggle to sustain engagement a scale. To support attention to this process, we propose an explanatory framework that captures the social-functional dynamics of mHealth interventions which can guide much needed qualitative evaluation to support the design of mHealth technologies to align with stakeholders' needs and suited for integration into local healthcare systems.