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Hall SA, Lalli AS, Kushniruk AW, et al. Benefits Realized through Usability Analysis of a Tele-nursing Call Management Software System at HealthLink BC. NI 2012 (2012). 2012;2012:137
Hall, S. A., Lalli, A. S., Kushniruk, A. W., & Borycki, E. M. (2012). Benefits Realized through Usability Analysis of a Tele-nursing Call Management Software System at HealthLink BC. NI 2012 : 11th International Congress on Nursing Informatics, June 23-27, 2012, Montreal, Canada. International Congress in Nursing Informatics (11th : 2012 : Montreal, Quebec), 2012137.
Hall, Simon A S, et al. "Benefits Realized through Usability Analysis of a Tele-nursing Call Management Software System at HealthLink BC." NI 2012 : 11th International Congress on Nursing Informatics, June 23-27, 2012, Montreal, Canada. International Congress in Nursing Informatics (11th : 2012 : Montreal, Quebec) vol. 2012 (2012): 137.
Hall SA, Lalli AS, Kushniruk AW, Borycki EM. Benefits Realized through Usability Analysis of a Tele-nursing Call Management Software System at HealthLink BC. NI 2012 (2012). 2012 Jun 23;2012:137. eCollection 2012. PMID: 24199071; PMCID: PMC3799104.
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NI 2012 (2012). 2012 Jun 23;2012:137. eCollection 2012.

Benefits Realized through Usability Analysis of a Tele-nursing Call Management Software System at HealthLink BC.

NI 2012 : 11th International Congress on Nursing Informatics, June 23-27, 2012, Montreal, Canada. International Congress in Nursing Informatics (11th : 2012 : Montreal, Quebec)

Simon A S Hall, Amen S Lalli, Andre W Kushniruk, Elizabeth M Borycki

Affiliations

  1. HealthLink BC, Ministry of Health Services, British Columbia, Canada ; School of Health Information Science, University of Victoria, Victoria, Canada.

PMID: 24199071 PMCID: PMC3799104

Abstract

In this paper we describe the analysis of a tele-nursing call management software system at HealthLink BC. Several methods of usability analysis were conducted in a process of continuous quality improvement. In the initial phase usability engineering methods were applied to assess simulated nurse interactions with the call system and decision support software. After modification of the software an evaluation of the resulting benefits of the usability engineering was carried out. Run and control charts were developed and the impact of the changes were assessed in the context of other ongoing changes occurring in the organization. It was found that call handle times were reduced after the software was modified based on the usability analyses, and the software was streamlined to require fewer steps to complete call management tasks. However, ongoing changes in business processes have underlined the need for continual usability analyses and system refinement even within mature systems.

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