Problem Detection and Optimization of a Personal Health Record Driven by a Helpdesk Support Tool...Medical Informatics Europe (MIE) 34th Conference, August 25–29, 2024, Athens, Greece.
This study aims to assess the value of a help desk in a Personal Health Record (PHR) for monitoring and improving PHR functionalities and processes. Through analysis of 327 help desk tickets categorized by users as telemedicine and PHR requests, we identified four main gaps: information and feedback...
| Publicado en: | Studies in Health Technology & Informatics Vol. 316; pp. 257 - 262 |
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| Autores principales: | , , , |
| Formato: | proceedings research tables/charts Journal Article |
| Publicado: |
Sage Publications Inc.
2024
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| Acceso en línea: | Ver este registro en EBSCOhost |
| Sumario: | This study aims to assess the value of a help desk in a Personal Health Record (PHR) for monitoring and improving PHR functionalities and processes. Through analysis of 327 help desk tickets categorized by users as telemedicine and PHR requests, we identified four main gaps: information and feedback, access to clinical documents, usability, and ubiquity. The tickets highlighted end users' needs such as timely feedback, contextual information, effective communication, and ease of access to clinical documentation. These findings were crucial for initiating improvement cycles for various functionalities and processes within the PHR. |
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