Reference no: EM132620693

IT support is a key partner when a new system or application "goes live." Users will call in with questions and problems and the support team needs to be ready.

Describe at least five key troubleshooting steps an IT support professional must take to successfully resolve a caller's system or application performance problem.

Usability is one of the critical factors in designing an EHR system. Since clinical staff interact with patient electronic health records every day, a poorly designed EHR system can inhibit work flow and performance. Therefore, staff will often report "usability" type performance problems during and after implementation. For example, you may receive a complaint that doctors are refusing to enter lab orders via the EHR because it has too many fields to complete and slows down the doctor's workflow and patient interactions.

Consider the types of usability complaints an IT department is likely to hear throughout new system implementation and beyond.

Explain the following:

1. How usability related complaints could be used to provide information that would be an important part of an organization's long-term system improvement plans.

2. What type of user complaint information should be tracked so trends and improvement opportunities can be identified.