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Posted Thu, 24 May 2007 09:57:49
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*British Sociological Association
London Medical Sociology Group Meeting
Wednesday 14th March 6pm
Telenursing as a professional project? The case of NHS direct for England
Jonathan Gabe
Royal Holloway, University of London*
*Abstract*
NHS Direct in England, the 24-hour telephone helpline providing
information and advice about health matters, was envisaged from its
start in 1998 as a nurse-led service presenting a new opportunity for
the nursing profession. Research on commercial call centres has
suggested that workers experience de-skilling, curtailment of employees'
autonomy, routinisation and standardisation of encounters between
employees and clients. Do nurses working down the line for NHS Direct
have the same experience or are they involved in a professional project?
This presentation reports findings from a two-year ESRC funded project
exploring the work of tele-nurses in NHS Direct. Our findings suggest
that on an individual basis, nurse advisors have a degree of clinical
autonomy and can develop a greater sense of the caller as a person with
a particular biography, along the lines of the nursing process. To this
extent nursing on line can be seen as part of a professional project. On
the other hand most nurses working for NHSD do not see tele-nursing as a
new, long-term career and report being heavily monitored by management,
just as they had been previously on hospital wards. From the perspective
of those working in NHS Direct, nursing down the line, on balance,
therefore provides only limited opportunities for professionalisation.
*Venue*
King's College London
Franklin Wilkins Building
Room 1.16
Stamford Street
London SE1 8WA
nearest train/tube station: Waterloo
Everyone is welcome to attend the LMSG meeting. The group has no formal
membership.
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