Health Information Systems: evaluation and performance of a Help Desk.

ABSTRACT

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.