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2.4 Exemplary Use Cases

As noted in the Introduction, consumer mobile heath apps take many forms, and as such, conformance statements in section 3 of this standard must allow for variation based on multiple factors, including data sensitivity, the nature of conditions addressed by the app (e.g., wellness, chronic illness), and whether/how app data connect to other data sources.

In this section, three archetypal use cases are introduced. While most consumer mobile health apps will not precisely fit any of these models, the models are meant to demonstrate a continuum of issues which may be applied to any app. Use Case A covers the least sensitive example of a health app that collects user information, while Use Case B builds off of Case A with the inclusion of an external system through which personal data is synchronized with the device. Use Case C is the most sophisticated and generates the most requirements. Its description includes examples of the risk factors that should be considered by developers and users.

Section 3 (Conformance Criteria) includes discussion of considerations as to how subsets of conformance criteria can be addressed in different manners, referencing the use cases in this section as a way to provide directional, rather than pinpoint, guidance.

HL7 CMHAFF Standard Overview and Use Cases

3.2.4 Customer Service and Technical Support
Nathan E Botts

3.2.4 Customer Service and Technical Support

Consumer Health App Quality of Service

Overview

This category is about disclosure of the level of customer and technical support available. The specific mechanisms for support (e.g., phone, chat, email, FAQ, online help) are not prescribed by cMHAFF.

Related Regulations and Standards

See Appendix: Reference Documents

Implementation Guidance

Many people who use these types of health apps are using them to monitor daily health habits, some of which are in response to chronic conditions that require continual maintenance and observation. Given these types of factors, consumers should have some level of expectation in terms of customer service and tech support that they can rely upon. Conformance measures outlined below are meant to establish baselines for the types of customer and technical support levels that should be communicated to consumers.

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