RESUMO
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.
Assuntos
Comunicação , Sistemas de Informação em Saúde , Atitude do Pessoal de Saúde , Comportamento do Consumidor , Sistemas de Informação em Saúde/estatística & dados numéricos , Humanos , Entrevistas como Assunto , Pesquisa QualitativaRESUMO
UNLABELLED: A Help Desk (HD) is crucial in a computerized hospital. OBJECTIVE: to describe the performance of a HD. DESIGN: retrospective cohort study. RESULTS: the sociodemographic characteristics of users, as well as their relationship with the institution influence behaviour when requesting support to a HD. Also we observed a relationship between the flow of users request and the functioning of hospital services. CONCLUSIONS: complexity of HD process realizes the need to identify and define standards to ensure quality of service.