Vloga in pomen Centra za pomoč uporabnikom rešitev eZdravja v slovenskem zdravstvu. (Slovenian)

The eHealth Service Desk is a key component of the eHealth system in Slovenia, which is intended for the all users of the system. The Service Desk performs three main tasks. General support for all users of eHealth solutions addresses health care professionals, administrative staff, information technology specialists, software solution providers, patients and all other users of eHealth solutions who wish to report malfunctions, need assistance or require information related to the functioning of the eHealth solutions. The electronic appointment for health care services helps patients to make an eAppointment for health care services. The zNET Connection Support offers help to health care providers in the process of joining the zNET network. Assistance can be accessed in several ways: via an online form, email, FAQs or phone. The Service Desk publishes notifications related to the eHealth solutions on its website and maintains a simple indicator that displays the status of eHealth solutions. During the last two years, several new eHealth solutions have been added to the Service Desk portfolio. The use has been growing rapidly in recent years, namely in 2021 we recorded a more than sevenfold increase compared to 2020. The paper analyses the operation of the eHealth Service Desk through the dynamics and content of the requests handled or services provided. The Service Desk is an important component for the successful use of eHealth solutions in Slovenia, which was particularly evident during the COVID-19 epidemic. [ABSTRACT FROM AUTHOR]

Center za pomoč uporabnikom rešitev eZdravja je ključna komponenta sistema eZdravje v Sloveniji, ki je namenjena vsem uporabnikom tega sistema. Center izvaja tri osnovne naloge. Splošna podpora vsem uporabnikom rešitev eZdravja je namenjena zdravstvenim delavcem, administrativnemu osebju, informatikom, ponudnikom programskih rešitev, pacientom in vsem drugim uporabnikom rešitev eZdravja, ki želijo prijaviti motnje v delovanju, potrebujejo pomoč ali zahtevajo informacije v zvezi z delovanjem rešitev eZdravja. Storitev elektronskega naročanja na zdravstvene storitve pomaga pacientom pri naročanju. Podpora pri priklopu v zNET je namenjena izvajalcem zdravstvene dejavnosti pri postopku vključitve v omrežje zNET. Dostopanje do pomoči je možno s spletnim obrazcem, preko elektronske pošte, pogosto zastavljenih vprašanj ali telefona. Na svoji spletni strani Center za pomoč uporabnikom objavlja obvestila, povezana z delovanjem rešitev eZdravja, in semafor o delovanju rešitev. V zadnjih dveh letih je bilo v delo Centra vključenih več novih rešitev. Uporaba je pospešeno narasla – v letu 2021 smo beležili več kot sedemkratno povečanje glede na leto 2020. Prispevek analizira delovanje Centra skozi dinamiko in vsebino obravnavanih zahtevkov in opravljenih storitev. Delovanje Centra je pomembna komponenta uspešne uporaba rešitev eZdravja v Sloveniji, kar se je še posebej izkazalo v času epidemije COVID-19. [ABSTRACT FROM AUTHOR]

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