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

Inform Prim Care. 2011;19(3):169-72. doi: 10.14236/jhi.v19i3.810.


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.

MeSH terms

  • Consumer Health Information*
  • Humans
  • Information Systems / organization & administration
  • Medical Informatics Applications*
  • User-Computer Interface*