The Role of the Service Desk for eHealth Solutions in the Digital Transformation of Slovenian Healthcare

36th Bled eConference – Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability: June 25 – 28, 2023, Bled, Slovenia, Conference Proceedings Pub Date : 2023-12-12 DOI:10.18690/um.fov.6.2023.16

Živa Rant, Hajdi Kosednar, D. Stanimirović

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Abstract

The Service Desk carries out three basic tasks: general support for all users of the eHealth system, support in connecting to the secure healthcare network (zNET), and making electronic appointments for medical services. This article analyses the operation of the Service Desk through time dynamics, the content of requests dealt with and services provided during the COVID-19 pandemic. The article is based on the case study research methodology. The data showed accelerated growth in the use of the Service Desk, with a more than seven-fold increase recorded in 2021 relative to 2020. The biggest proportion of the Service Desk requests in 2021 related to the zVEM Patient Portal and zNET. The Service Desk is one of the most important mechanisms for the successful development and use of the eHealth system in Slovenia, and the pandemic only made this even more evident and distinct.

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电子医疗解决方案服务台在斯洛文尼亚医疗保健数字化转型中的作用

服务台执行三项基本任务：为电子医疗系统的所有用户提供一般支持、支持连接到安全医疗保健网络 (zNET)，以及为医疗服务提供电子预约。本文通过时间动态、处理的请求内容和在 COVID-19 大流行期间提供的服务来分析服务台的运行情况。文章以案例研究法为基础。数据显示，服务台的使用量加速增长，与 2020 年相比，2021 年的使用量增长了七倍多。2021 年服务台请求的最大部分与 zVEM 患者门户网站和 zNET 有关。服务台是斯洛文尼亚成功开发和使用电子医疗系统的最重要机制之一，大流行病使这一点更加明显和突出。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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来源期刊

36th Bled eConference – Digital Economy and Society: The Balancing Act for Digital Innovation in Times of Instability: June 25 – 28, 2023, Bled, Slovenia, Conference Proceedings

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