1,806
Views
12
CrossRef citations to date
0
Altmetric
Risk work

Risk work in NHS 111: the everyday work of managing risk in telephone assessment using a computer decision support system

, , , &
Pages 189-208 | Received 28 Nov 2016, Accepted 26 Apr 2017, Published online: 12 May 2017

References

  • Alaszewski, A., & Brown, P. (2007). Risk, uncertainty and knowledge. Health, Risk & Society, 9(1), 1–10. doi:10.1080/13698570601183033
  • Atkinson, P. (1984). Training for certainty. Social Science & Medicine, 19(9), 949–956. doi:10.1016/0277-9536(84)90324-1
  • Beck, U. (1992). Risk society: Towards a new modernity. London: Sage Publications.
  • Berg, M. (1997). Rationalizing medical work. Decision support techniques and medical practices. Cambridge: MIT Press.
  • Berg, M., & Timmermans, S. (2000). Orders and their others: On the constitution of universalities in medical work. Configurations, 8, 31–61. doi:10.1353/con.2000.0001
  • Checkland, K., Marshall, M., & Harrison, S. (2004). Re-thinking accountability: Trust versus confidence in medical practice. Quality and Safety in Health Care, 13(2), 130–135. doi:10.1136/qhc.13.2.130
  • Coleman, A. (1997). Where do I stand? Legal implications of telephone triage. Journal of Clinical Nursing, 6(3), 227–231. doi:10.1111/j.1365-2702.1997.tb00308.x
  • Department of Health. (2000). Raising standards for patients. New partnerships in out of hours care. London: Department of Health.
  • Department of Health. (2008). NHS next stage review. Our vision for primary and community care. London: Department of Health.
  • Fox, R. C. (1980). The evolution of medical uncertainty. The Milbank Memorial Fund Quarterly. Health and Society, 58(1), 1–49. doi:10.2307/3349705
  • Gabe, J. (1995). Health, medicine and risk: The need for a sociological approach. In J. Gabe (Ed.), Health, medicine and risk: Sociological approaches (pp. 1–18). Oxford: Blackwell.
  • Gale, N. K., Thomas, G. M., Thwaites, R., Greenfield, S., & Brown, P. (2016). Towards a sociology of risk work: A narrative review and synthesis. Sociology Compass, 10(11), 1046–1071. doi:10.1111/soc4.12416
  • Giddens, A. (1991). Modernity and self-identity: Self and society in the late modern age. Cambridge: Polity Press.
  • Goode, J., Greatbatch, D., O’Cathain, A., Luff, D., Hanlon, G., & Strangleman, T. (2004). Risk and the responsible health consumer: The problematics of entitlement among callers to NHS direct. Critical Social Policy, 24(2), 210–232. doi:10.1177/0261018304041951
  • Greatbatch, D., Hanlon, G., Goode, J., O’Caithain, O., Strangleman, T., & Luff, D. (2005). Telephone triage, expert systems and clinical expertise. Sociology of Health and Illness, 27(6), 802–830. doi:10.1111/j.1467-9566.2005.00475.x
  • Greenhalgh, T., Potts, W. W., Wong, G., Bark, P., & Swinglehurst, D. (2009). Tensions and paradoxes in electronic patient record research: A systematic literature review using the meta-narrative method. Milbank Quarterly, 87(4), 729–788. doi:10.1111/j.1468-0009.2009.00578.x
  • Hallam, L. (1994). Primary medical care outside normal working hours: Review of published work. BMJ, 308(6923), 249–253. doi:10.1136/bmj.308.6923.249
  • Hammersley, M. (1990). Reading ethnographic research: A critical guide. Oxford: Routledge Taylor & Francis Group.
  • Hanlon, G., Goode, J., Greatbatch, D., Luff, D., O’Cathain, A., & Strangleman, T. (2006). Risk society and the NHS - From the traditional to the new citizen? Critical Perspectives on Accounting, 17(2–3), 270–282. doi:10.1016/j.cpa.2003.08.013
  • Hanlon, G., Strangleman, T., Goode, J., Luff, D., O’Cathain, A., & Greatbatch, D. (2005). Knowledge, technology and nursing: The case of NHS direct. Human Relations, 58(2), 147–171. doi:10.1177/0018726705052179
  • Horlick-Jones, T. (2005). On “risk work”: Professional discourse, accountability, and everyday action. Health, Risk & Society, 7(3), 293–307. doi:10.1080/13698570500229820
  • Knowles, E., O’Cathain, A., Turner, J., & Nicholl, J. (2014). Awareness and use of a new urgent care telephone service, NHS 111: Cross-sectional population survey. Journal of Health Services Research & Policy, 19(4), 224–230. doi:10.1177/1355819614535571
  • Lattimer, V., George, S., Thompson, F., Thomas, E., Mullee, M., Turnbull, J., … Glasper, A. (1998). Safety and effectiveness of nurse telephone consultation in out of hours primary care: Randomised controlled trial. BMJ, 317(7165), 1054–1059. doi:10.1136/bmj.317.7165.1054
  • Lipsky, M. (1980). Street-level bureaucracy: Dilemmas of the individual in public services. New York: Russell Sage Foundation.
  • Lupton, D. (1999). Risk. London: Routledge.
  • Marsden, J., Newton, M., Windle, J., & Mackway-Jones, K. (2016). Emergency Triage. Telephone triage and advice. Manchester Triage Group. BMJ Books. Chichester: John Wiley & Sons, Ltd.
  • Mason, J. (2002). Qualitative researching (2nd ed.). London: Sage.
  • Mechanic, D. (1962). Sources of power of lower participants in complex organizations. Administrative Science Quarterly, 7(3), 349–364. doi:10.2307/2390947
  • Murdoch, J., Barnes, R., Pooler, J., Lattimer, V., Fletcher, E., & Campbell, J. L. (2015). The impact of using computer decision-support software in primary care nurse-led telephone triage: Interactional dilemmas and conversational consequences. Social Science & Medicine, 126, 36–47. doi:10.1016/j.socscimed.2014.12.013
  • NHS Digital (2013). NHS Pathways and Directory of Services. Retrieved from http://content.digital.nhs.uk/media/17602/core-narrative/pdf/corenarrative.pdf.
  • NHS Digital (2014). Probing - A Service Guide. Retrieved from http://www.content.digital.nhs.uk/media/17636/Effective-Probing-Skills/pdf/effectiveprobing.pdf.
  • NHS England. (2013). High quality care for all, now and for future generations: Transforming urgent and emergency care services in England - Urgent and Emergency Care Review. End of phase 1 report. Leeds: NHS England.
  • Pope, C., Halford, S., Turnbull, J., Prichard, J., Calestani, M., & May, C. (2013). Using computer decision support systems in NHS emergency and urgent care: Ethnographic study using normalisation process theory. BMC Health Services Research, 13(1), 111. doi:10.1186/1472-6963-13-111
  • Pope, C., Ziebland, S., & Mays, N. (2000). Analysing qualitative data. British Medical Journal, 320, 114–116. doi:10.1136/bmj.320.7227.114
  • Pope, C., Ziebland, S., & Mays, N. (2006). Qualitative research in health care. Oxford: Blackwell Publishing.
  • Robertson-Steel, I. (2006). Evolution of triage systems. Emergency Medicine Journal, 23(2), 154–155. doi:10.1136/emj.2005.030270
  • Ruston, A. (2006). Interpreting and managing risk in a machine bureaucracy: Professional decision-making in NHS Direct. Health, Risk & Society, 8(3), 257–271. doi:10.1080/13698570600871729
  • Salisbury, C. (2000). The demand for out-of-hours care from GPs: A review. Family Practice, 17(4), 340–347. doi:10.1093/fampra/17.4.340
  • Savage, J. (2000). Ethnography and health care. British Medical Journal, 321, 1400–1402. doi:10.1136/bmj.321.7273.1400
  • Smith, C. (2002). The sequestration of experience: Rights talk and moral thinking in ‘late modernity’. Sociology, 36(1), 43–66. doi:10.1177/0038038502036001003
  • Smith, C., Valsecchi, R., Mueller, F., & Gabe, J. (2008). Knowledge and the discourse of labour process transformation: Nurses and the case of NHS direct for England. Work, Employment & Society, 22(4), 581–599. doi:10.1177/0950017008096737
  • Turnbull, J., Pope, C., Rowsell, A., Prichard, J., Halford, S., Jones, J., May, C., & Lattimer, V. (2014). The work, workforce, technology and organisational implications of the ‘111’ single point of access telephone number for urgent (non-emergency) care: A mixed-methods case study. Health Services & Delivery Research, 17, 3. doi:10.3310/hsdr02030
  • Turnbull, J., Prichard, J., Halford, S., Pope, C., & Salisbury, C. (2012). Reconfiguring the emergency and urgent care workforce: Mixed methods study of skills and the everyday work of non-clinical call-handlers in the NHS. Journal of Health Services Research & Policy, 17(4), 233–240. doi:10.1258/jhsrp.2012.011141
  • Turner, J., O’Cathain, A., Knowles, E., & Nicholl, J. (2013). Impact of the urgent care telephone service NHS 111 pilot sites: A controlled before and after study. BMJ Open, 3(11), e003451. doi:10.1136/bmjopen-2013-003451

Reprints and Corporate Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

To request a reprint or corporate permissions for this article, please click on the relevant link below:

Academic Permissions

Please note: Selecting permissions does not provide access to the full text of the article, please see our help page How do I view content?

Obtain permissions instantly via Rightslink by clicking on the button below:

If you are unable to obtain permissions via Rightslink, please complete and submit this Permissions form. For more information, please visit our Permissions help page.