USERS' PERCEPTION OF THE QUALITY OF SUPPORT SERVICES PROVIDED BY HOSPITAL INFORMATION SYSTEM VENDERS: A QUALITATIVE RESEARCH

Support services are the key element in the lifecycle of information systems and their effective use by users. In fact, proper support services can increase the reliability, security, and cost-effectiveness of the information system and ensure the success of implementation and user satisfaction. The purpose of this study was to evaluate users' perceptions of the quality of support services provided by hospital information systems in the educational and treatment centers of Urmia University of Medical Sciences.
Materials & Methods: This is a qualitative study that was conducted in 2020. The study population included HIS users in the educational and medical centers of Urmia University of Medical Sciences who were selected using purposive sampling. Data were collected through semi-structured individual and face-to-face interviews. Data analysis was performed through content analysis using MAXQDA software.
Results: A total of 19 HIS users from different job categories were interviewed. The content analysis results of these interviews showed that the most important support services of HIS vendors include: fixing system technical problems, meeting new user needs, training on how to use the system, updating and upgrading the system, protecting information confidentiality and system security, as well as the skills and competence of company support staff.
Conclusion: Hospitals should carefully evaluate the quality of support services after the implementation of HIS from the perspective of end-users and focus on issues such as providing proper and timely support services, prioritizing user problems, considering new hospital needs, and upgrading HIS and maintaining system security by HIS vendors.