Service Desk Calls in a Home-based Clinical Informatics Study: Supporting End Users in the Field.

Rs Valdez, Lj Burke, Gr Casper, Ba Sturgeon, C Rosmait, D Palzkill, D Hamann, J Murphy, Pf Brennan
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Abstract

Home-based clinical informatics technologies are being developed to facilitate health care provision and management. Given the novelty of these technologies, end users such as patients and their formal and informal caregivers may require support during use. This paper presents a case study within the United States of the service desk calls generated over a 31-month period by patients enrolled in a large randomized field experiment, HeartCare II. This case study provides future deployers of home-based clinical information technologies with an understanding of the types of support that may be required during use. Our analysis reveals that calls to the service desk originated as a result of user problems, hardware problems, software problems, and internal communication problems among individuals involved in the delivery and use of the technology. Implications of these needs for support during use are also discussed.

以家庭为基础的临床信息学研究中的服务台电话:支持现场的终端用户。
目前正在开发以家庭为基础的临床信息技术,以促进保健服务的提供和管理。鉴于这些技术的新颖性,最终用户(如患者及其正式和非正式护理人员)在使用过程中可能需要支持。这篇论文提出了一个案例研究,在31个月的时间里,美国的服务台电话产生的病人参加了一个大型随机现场实验,心脏护理II。本案例研究为家庭临床信息技术的未来部署人员提供了对使用过程中可能需要的支持类型的理解。我们的分析表明,对服务台的呼叫源于用户问题、硬件问题、软件问题以及参与交付和使用该技术的个人之间的内部沟通问题。在使用过程中,还讨论了这些支持需求的含义。
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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