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Knowledge, technology and nursing : the case of NHS Direct.

Hanlon, G. and Strangleman, T. and Goode, J. and Luff, D. and O'Cathain, A. and Greatbatch, D. (2005) 'Knowledge, technology and nursing : the case of NHS Direct.', Human relations., 58 (2). pp. 147-171.


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.

Item Type:Article
Keywords:Autonomy, Forms of rationality, NHS Direct, Nursing, Objectivity.
Full text:Full text not available from this repository.
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Record Created:15 Oct 2008
Last Modified:20 Aug 2010 10:56

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