识别系统调整以克服基于技术的工作流的挑战在电话分拣组织的电话分拣组织
Jill Poots1, Jim Morgan2, Julie Woolf3
1Leeds Beckett University, Leeds, England, Uk; Integrated Care 24, Ashford, Kent, England, Uk; Trinity College Dublin, Ireland.
电话分类系统需要适应现实世界的挑战. 技术设计影响工作流程,需要系统改进以确保安全的患者护理.
科学领域:
- 医疗保健系统工程 医疗保健系统工程
- 人与计算机的互动.
- 社会技术系统分析分析
背景情况:
- 呼叫中心电话分拣是一个复杂的社会技术系统.
- 数字技术,如计算机决策支持系统,用于标准化分拣结果.
- 很少考虑这些系统如何适应现实世界的运营挑战.
研究的目的:
- 研究技术设计对工作流程和电话分选中的系统调整的影响.
- 找出改善评估提示和软件更新的机会.
- 了解独特的医疗保健系统如何适应以保持功能.
主要方法:
- 在两个呼叫中心对呼叫处理人员进行结构化的观察.
- 可用性启发学的应用.
- 以"解决方案"的概念为指导的分析.
主要成果:
- 技术设计显著影响工作流程,需要系统调整.
- 个人和组织的适应对于安全的呼叫者分拣至关重要.
- 在评估提示和软件活力方面存在改进的机会.
结论:
- 系统设计人员必须考虑现实世界医疗保健挑战的动态性质.
- 改进技术设计可以提高电话分拣的安全性和效率.
- 社会技术系统的适应对于在压力下保持功能至关重要.
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