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Inform Prim Care. 2011;19(3):169-72.

Understanding end-user support for health information technology: a theoretical framework.

Author information

  • 1Institute of Health Policy, Management and Evaluation, University of Toronto, Canada. aviv.shachak@utoronto.ca

Abstract

BACKGROUND:

Support is often considered an important factor for successful implementation and realising the benefits of health information technology (HIT); however, there is a dearth of research on support and theoretical frameworks to characterise it.

OBJECTIVE:

To develop and present a comprehensive, holistic, framework for characterising enduser support that can be applied to various settings and types of information systems.

METHOD:

Scoping review of the medical informatics and information systems literature.

RESULTS:

A theoretical framework of end-user support is presented. It includes the following facets: support source, location of support, support activities, and perceived characteristics of support and support personnel.

CONCLUSION:

The proposed framework may be a useful tool for describing and characterising enduser support for HIT. it may also be used by decision makers and implementation leaders for planning purposes.

PMID:
22688226
[PubMed - indexed for MEDLINE]
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