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Knowledge, technology and nursing: The case of MHS Direct

Hanlon, Gerard, Strangleman, Tim, Goode, Jackie, Luff, Donna, O'Cathain, Alicia, Greatbatch, David (2005) Knowledge, technology and nursing: The case of MHS Direct. Human Relations, 58 (2). pp. 147-171. ISSN 0018 7267. E-ISSN 1741-282X. (doi:10.1177/0018726705052179) (The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided) (KAR id:38231)

The full text of this publication is not currently available from this repository. You may be able to access a copy if URLs are provided. (Contact us about this Publication)
Official URL
http://dx.doi.org/10.1177/0018726705052179

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.

Item Type: Article
DOI/Identification number: 10.1177/0018726705052179
Uncontrolled keywords: Autonomy, Forms of rationality, NHS Direct, Nursing, Objectivity
Subjects: H Social Sciences
Divisions: Faculties > Social Sciences > School of Social Policy Sociology and Social Research
Depositing User: Mita Mondal
Date Deposited: 12 Feb 2014 10:14 UTC
Last Modified: 06 May 2020 03:09 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/38231 (The current URI for this page, for reference purposes)
Strangleman, Tim: https://orcid.org/0000-0003-1826-8497
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