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

Aviv Shachak, Jan Barnsley, Karen Tu, Alejandro Jadad, Louise Lemieux-Charles


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.


end-user support; health information technology implementation; scoping review; socio-technical issues

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DOI: http://dx.doi.org/10.14236/jhi.v19i3.810


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