Communication problems between end-users and technicians through a Help Desk in a Health Information System.
Communication between users and technicians is crucial for improving Help Desk performance. The objective of this study is to know and understand perceptions, and needs of users and help desk technicians. A qualitative study based on interviews was performed. The emergent topics were communication, workload and misperceptions between end-users and technicians. There are false perceptions between them that affect their interaction and work dynamics.
Hospital Italiano de Buenos Aires, Argentina.
Gabriela
G
Garcia
Hospital Italiano de Buenos Aires, Argentina.
Agustina
A
Bertoia
Hospital Italiano de Buenos Aires, Argentina.
Leonel
L
Cameselle
Hospital Italiano de Buenos Aires, Argentina.
Sonia
S
Benitez
Hospital Italiano de Buenos Aires, Argentina.
Diego
D
Giunta
Hospital Italiano de Buenos Aires, Argentina.
Analía
A
Baum
Hospital Italiano de Buenos Aires, Argentina.
Fernán
F
Gonzalez Bernaldo de Quiros
D001291:Attitude of Health Personnel; D003142:Communication; D003258:Consumer Behavior; D063005:Health Information Systems / Q000706:statistics & numerical data; D006801:Humans; D007407:Interviews as Topic; D036301:Qualitative Research