Health Systems

, Volume 2, Issue 3, pp 198–212

End-user support for primary care electronic medical records: a qualitative case study of users’ needs, expectations, and realities

  • Aviv Shachak
  • Catherine Montgomery
  • Rustam Dow
  • Jan Barnsley
  • Karen Tu
  • Alejandro R Jadad
  • Louise Lemieux-Charles
Original Article

DOI: 10.1057/hs.2013.6

Cite this article as:
Shachak, A., Montgomery, C., Dow, R. et al. Health Syst (2013) 2: 198. doi:10.1057/hs.2013.6

Abstract

Support is considered an important factor for realizing the benefits of health information technology, but there is a dearth of research on the topic of support, especially in primary care. We conducted a qualitative multiple case study of four family health teams and one family health organization in Ontario, Canada in an attempt to gain insight into users’ expectations and needs, and the realities of end-user support for primary care electronic medical records. Data were collected by semi-structured interviews, document review, and observation of training sessions. The analysis highlights the important role of on-site information technology staff and super-users in liaising with various stakeholders to solve technical problems and providing hardware and functional (how to) support; the local development of data support practices to ensure consistent documentation; and the gaps that exist in users’ and support personnel’s understanding of each other’s work processes.

Keywords

electronic medical record end-user support family health teams qualitative research 

Copyright information

© Operational Research Society Ltd 2013

Authors and Affiliations

  • Aviv Shachak
    • 1
    • 2
  • Catherine Montgomery
    • 1
  • Rustam Dow
    • 2
  • Jan Barnsley
    • 1
  • Karen Tu
    • 3
    • 4
    • 5
  • Alejandro R Jadad
    • 1
    • 6
    • 7
    • 8
    • 9
  • Louise Lemieux-Charles
    • 1
  1. 1.Institute of Health Policy, Management and Evaluation, University of TorontoCanada
  2. 2.Faculty of Information, University of TorontoCanada
  3. 3.Institute for Clinical Evaluative SciencesCanada
  4. 4.Department of Family and Community MedicineUniversity of TorontoCanada
  5. 5.Toronto Western Hospital Family Health TeamCanada
  6. 6.Centre for Global eHealth Innovation, University Health NetworkCanada
  7. 7.Centre for Health, Wellness and Cancer Survivorship, University Health NetworkCanada
  8. 8.Department of AnesthesiaUniversity of TorontoCanada
  9. 9.Dalla Lana School of Public Health, University of TorontoCanada

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