Development and implementation of a help desk system in a radiology department in a high complexity hospital: a South American experience

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1 Development and implementation of a help desk system in a radiology department in a high complexity hospital: a South American experience Poster No.: C-2409 Congress: ECR 2013 Type: Authors: Keywords: DOI: Scientific Exhibit J. Aguilera Diaz, C. Tarzian, A. Cancio, D. Luna, R. D. García- Mónaco; Bueno Aires/AR Computer applications, ehealth, RIS, Computer Applications- General /ecr2013/C-2409 Any information contained in this pdf file is automatically generated from digital material submitted to EPOS by third parties in the form of scientific presentations. References to any names, marks, products, or services of third parties or hypertext links to thirdparty sites or information are provided solely as a convenience to you and do not in any way constitute or imply ECR's endorsement, sponsorship or recommendation of the third party, information, product or service. ECR is not responsible for the content of these pages and does not make any representations regarding the content or accuracy of material in this file. As per copyright regulations, any unauthorised use of the material or parts thereof as well as commercial reproduction or multiple distribution by any traditional or electronically based reproduction/publication method ist strictly prohibited. You agree to defend, indemnify, and hold ECR harmless from and against any and all claims, damages, costs, and expenses, including attorneys' fees, arising from or related to your use of these pages. Please note: Links to movies, ppt slideshows and any other multimedia files are not available in the pdf version of presentations. Page 1 of 11

2 Purpose Computer systems that govern the RAdiology DEpartments are the RIS and the PACS and Multimedia Medical Records (HCM). These health information systems of high complexity give the different actors to work more efficiently and effectively. In this scenario, the administrative, technical and medical professionals are exposed and are more likely to make errors. When failures occur and there is no access to efficient and effective support patients may receive treatment without the benefit of quick resolution of problems. So, Can a Help Desk System (HDS) in the RIS-PACS improve the workflow? Can optimize problems solution and indirectly improve patient care? The aim is to communicate the experience developing and implementing a HDS in the work flow of a Radiology Department (RD) in a University Hospital. Methods and Materials We describe RD, and work flow before implementation. We explain development, training in the use and implementing. We created 50 types categories divided in 4 areas (Administrative,Technical, Medical and Informatics). Categories were associated with terminology server to develop automatic rule for better assignment of problem solution. After closure of the problem each category is analyzed for improvement indicator and detecting the average of causes. "Re-scheduling" (RS) was a category in Medical area, identifies quantitatively and qualitatively a poor or missing image. Images for this section: Page 2 of 11

3 Fig. 2: Help Desk overview of all solicitation with minimun decription of the problem and the Clasification Page 3 of 11

4 Fig. 3: help desk manager's main screen. Requesting user data. Classification of the cause of the problem and possibility of suspending the order for relay cause Page 4 of 11

5 Results During 7 month HDS received 6785 requests in 50 categories; 21% "Administrative" problems, 19% "Systems", 18 % "Technical", 15.5% "Medical", 26.5% were mixed. Of "Medical" 49% was categorized into "Rescheduling". This detected lack of capacitating or technical problems with the equipment. During 3 month of identifying areas and post-capacitating was a 50% reduction of "RS". The time problem solution 8.3 hours. 90% obtained a positive classification. 10% negative rating was reviewed for quality improvement. Images for this section: Fig. 1: Help Desk Access to all staff Page 5 of 11

6 Fig. 2: Help Desk overview of all solicitation with minimun decription of the problem and the Clasification Page 6 of 11

7 Fig. 3: help desk manager's main screen. Requesting user data. Classification of the cause of the problem and possibility of suspending the order for relay cause Page 7 of 11

8 Fig. 5: Recitation information for analisys Page 8 of 11

9 Fig. 4: help desk information problems and quantities for evaluation Page 9 of 11

10 Conclusion We improved staff communication, quality and speed resolutions by adding control. We easily classified porblems of equipment and users and trained on how to enhance effectiveness and efficiency by "RS" category. References IEEE Trans Syst Man Cybern B Cybern Feb;41(1): doi: / TSMCB Epub 2010 Jun 1. ihelp: an intelligent online helpdesk system. Wang D, Li T, Zhu S, Gong Y. J Clin Nurs Sep;13(6): Rapid assessment of a helpdesk service supporting severe acute respiratory syndrome patients and their relatives. Chung JW, Wong TK, Chang KK, Chow CB, Chung BP, Chung G, Ho S, Ho JS, Lai CK, Lai A, Lam VS, Lau J, Liu J, Mok E, Wong D. Nature Aug 9;412(6847):583. Genome helpdesk site keeps information public. Klin Padiatr May;223(3): doi: /s Epub 2011 Apr 1. Former childhood cancer patients need a competent help desk. Grabow D, Lacher C, Kaatsch P. Tijdschr Diergeneeskd Jun 15;131(12):468. [Questions from the help desk]. J Digit Imaging May;13(2 Suppl 1): New aspects of image distribution and workflow in radiology. Mack S, Holstein J, Kleber K, Grönemeyer DH. J Digit Imaging Jun;14(2 Suppl 1): Tools to manage the enterprise-wide picture archiving and communications system environment. Lannum LM, Gumpf S, Piraino D. Personal Information Page 10 of 11

11 MD, Medical Informatics specialist, Chief Health informatics of department of radiology, Project leader PACS, Hospital Italiano de Buenos Aires, Argentina. Page 11 of 11

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