Digital transformation in mental health units in Greece: Adoption and challenges for workers

Abstract

Digital transformation is an increasingly important topic in mental health services and service delivery. In Greece, however, the use of digital systems in mental health units remains uneven, and there is limited evidence on how professionals experience these systems in daily practice. This study explored digital transformation in Greek mental health units from the perspective of professionals working within Psychargos, the national program for community-based mental health services. A quantitative survey was distributed to healthcare and administrative professionals across mental health units in Greece. The questionnaire was based on a modified SERVQUAL model, measuring gaps between expectations and actual experiences across five dimensions: tangibles, reliability, responsiveness, assurance, and empathy. It also examined digital competence, readiness, training, organizational support, and barriers to effective use of digital tools. The findings were based on responses from 82 mental health professionals, 73 females and 9 males, working in roles across the full spectrum of mental health and with varying levels of work experience. Across all SERVQUAL dimensions, expectations exceeded actual experiences, resulting in negative gap scores. The biggest problems were with trust, getting help when they needed it, and the systems working properly. Even though they thought they were good with technology, they still had issues. They didn't get enough training, the technical support was weak, the systems didn't work well together, the infrastructure was unreliable, and they were worried about privacy. Overall, the study suggests that digital transformation is progressing but does not yet fully meet professionals’ needs.