Information system support for case-based knowledge formation in social welfare : a cross-sectional study

Background: Although client information systems (CIS) should provide social welfare professionals (SWPs) with a comprehensive overview of a client’s situation for case-based knowledge formation (CBKF), research into SWPs’ user experiences is scarce. Objective: The aim of this study was to examine SWPs’ experiences of CISs’ support for CBKF. Methods: In 2020, a nationwide cross-sectional CIS usability survey was conducted with 980 respondents in Finland. The 16 questionnaire statements pertained to technical functionality, usability, client information quality and access to case-based information in CISs. The factors contributing to CISs’ support for CBKF were analysed using univariable and multiple classification analyses. Results: The strongest predictors of CIS support for CBKF were usability and quality of information. Moreover, SWPs working in institutional care were more satisfied than their colleagues in other working environments. Conclusion: SWPs perceived the CISs’ information quality to be good, but there was a need for improvement in usability, for instance, via comprehensive summary views and dashboards of essential information. Implications for health information management practice: The findings highlight that while the information quality of CISs is generally perceived as good, improving usability is crucial for enhancing support for CBKF among SWPs.