Assessing the impact of change in the organization of a technical support system for an Health Information Systems (HIS)

BAUM, ANALÍA ; FIGAR, S; SEVERINO, JORGE; ASSALE, DIEGO; SCHACHNER, BIBIANA; OTERO, PAULA; LUNA, DANIEL R.; GÓMEZ, ADRIÁN; GONZÁLEZ, B. DE QUIRÓS F.

Stud Health Technol Inform

IOS Press

Año: 2004

0926-9630

Objective: Evaluate the impact of the implementation of a newmodel of Help Desk and technical support in HIS users of thehospital.We carried an anonymous survey on a random sample of 150 usersof the new system. The administrative staff (A), doctors (D)and nurses (N) were analysed by strata. We assessed the accessibilityboth to phone calls and through the institutional intranet;the understanding of the problems; the time taken to fully answerrequests; and the degree of satisfaction concerning the change.The results showed that 94%, gained access through the intranetand that it was very satisfactory for the medical group(D80% vs A34% vs N8.7%). The different kinds of users weresatisfied with the response time, above all the administrativestratum (A42% vs D38% vs N14%). All of them commented ontheir satisfaction with the change, above all, the doctors (D68%vs A46% vs N22%), who before this new implementation had expresseddissatisfaction with the old system.Conclusions: operational changes in the Help Desk contributedto improve how the service was perceived by its users; neverthelessboth doctors and nurses required even faster response time