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Healthcare projects necessitate effective collaboration between clinical and technical partners, particularly during pivotal phases like lab testing and piloting. However, challenges in coordination often impede seamless collaboration, leading to inefficiencies and delays. This paper presents a comprehensive approach to developing a help desk service tailored for CAREPATH projects, leveraging SharePoint services and Power Automate. The solution aims to bridge communication gaps, foster collaboration, and enhance coordination among clinical and technical partners. Through iterative development and testing, we refined the system based on stakeholder feedback, resulting in streamlined workflows and improved document management. During the lab testing phase, the help desk system demonstrated significant improvements in resolution duration, communication efficiency, and success solution rates. Stakeholder feedback highlighted enhanced collaboration and improved access to project documentation. With successful testing, the help desk is poised for implementation in subsequent phases, promising further enhancements in patient engagement, technology integration, and scalability. These findings underscore the critical role of help desks in healthcare ICT projects, offering a transformative approach to project management and stakeholder collaboration. Future directions include enhancing patient engagement, leveraging advanced technologies, and conducting longitudinal studies to evaluate long-term impact. Embracing these directions will drive positive change, delivering better outcomes for patients and caregivers in healthcare ICT projects.
Pournik et al. (Thu,) studied this question.