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Problem Detection and Optimization of a Personal Health Record Driven by a Helpdesk Support Tool.

Lucila Bruchanski1, María Florencia Grande Ratti2, Carlos M Otero1

  • 1Health Informatics Department, Hospital Italiano de Buenos Aires, Argentina.

Studies in Health Technology and Informatics
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Summary

Analyzing help desk tickets for Personal Health Records (PHR) revealed key user needs. Addressing these gaps in information, access, usability, and ubiquity can significantly improve PHR functionality and user experience.

Keywords:
Patient PortalPersonal Health Recordsimplementation scienceuser-centered design

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Area of Science:

  • Health Informatics
  • Human-Computer Interaction
  • Digital Health

Background:

  • Personal Health Records (PHR) are increasingly vital for patient engagement and health management.
  • Effective monitoring and improvement of PHR systems are essential for user adoption and satisfaction.
  • Help desk interactions provide valuable insights into user challenges and system performance.

Purpose of the Study:

  • To evaluate the utility of a help desk in identifying and addressing issues within a Personal Health Record (PHR) system.
  • To analyze user-generated help desk tickets to understand specific areas for PHR improvement.
  • To inform iterative development cycles for enhancing PHR functionalities and user experience.

Main Methods:

  • Analysis of 327 help desk tickets submitted by users.
  • Categorization of tickets into telemedicine and PHR-related requests.
  • Qualitative assessment of ticket content to identify recurring user needs and system gaps.

Main Results:

  • Four primary areas of user concern were identified: information/feedback, clinical document access, usability, and ubiquity.
  • Users expressed a need for timely feedback, contextual information, and improved communication.
  • Ease of access to clinical documentation emerged as a significant user requirement.
  • Ticket analysis revealed critical insights for PHR system enhancement.

Conclusions:

  • Help desk data is a valuable resource for monitoring and improving PHR functionalities.
  • Addressing identified user needs in information, access, usability, and ubiquity can enhance PHR effectiveness.
  • User-centric feedback from help desks is crucial for driving iterative improvements in digital health tools.