Clinical Portal: A Case Study of User Support in Integrated Hospital Information Systems

Abstract

The complexity of medical work, the amount of heterogenous user groups, and the large amount of both paper-based and computer-based information systems existing at hospitals, indicate the difficulty of implementing computer-based hospital information systems. Our work is a case study of a system that handles this challenge by integrating a set of source systems in a service oriented architecture. The services and data implemented by its source systems and its architectural service layer is presented through one single portal application system. We have investigated the impact the chosen approach may have on the system's ability to provide efficient user support. Our results pointed to two main challenges; an excessive information load in the user interface, and a general scepticism to paperless information systems among the users. On the basis of our case and literature study we have tried to assess how customization of user interface components and system services, possibly could improve the user support. Our analysis suggests that extended customization should be postponed until the users are accustomed to, and have accepted the usage of, computer-based information systems in relation to the relevant activities.