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Knowledge, technology and nursing: The case of NHS Direct

Hanlon, G.; Strangleman, T.; Goode, J.; Luff, D.; O'Cathain, A.; Greatbatch, D.

Authors

G. Hanlon

T. Strangleman

J. Goode

D. Luff

A. O'Cathain

D. Greatbatch



Abstract

NHS Direct is a relatively new, nurse-based, 24-hour health advice line run as part of the UK’s National Health Service (NHS). The service delivers health advice remotely via the telephone. A central aspect of the service is the attempt to provide a standard level of health advice regardless of time, space or the background of the nurse. At the heart of this attempt is an innovative health software called CLINICAL ASSESSMENT SYSTEM (CAS). Using a number of qualitative methods, this article highlights how the interaction between the nursing staff and this technology is key to the service. The technology is based on management’s attempt to standardize and control the caller-nurse relationship. Thus the software can be seen as part of an abstract rationality, whereas how it is deployed by nurses is based on a practical rationality that places practice and experience first and sees the technology and protocols as tools.

Citation

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. https://doi.org/10.1177/0018726705052179

Journal Article Type Article
Publication Date Feb 1, 2005
Deposit Date Oct 15, 2008
Journal Human Relations
Print ISSN 0018-7267
Electronic ISSN 1741-282X
Publisher SAGE Publications
Peer Reviewed Peer Reviewed
Volume 58
Issue 2
Pages 147-171
DOI https://doi.org/10.1177/0018726705052179
Keywords Autonomy, Forms of rationality, NHS Direct, Nursing, Objectivity.