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Telephone triage, expert systems and clinical expertise

Greatbatch, David, Hanlon, Gerard, Goode, Jackie, O'Caithain, A, Strangleman, Tim, Luff, Donna (2005) Telephone triage, expert systems and clinical expertise. Sociology of Health & Illness, 27 (6). pp. 802-830. ISSN 0141-9889. (doi:10.1111/j.1467-9566.2005.00475.x) (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:38232)

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/10.1111/j.1467-9566.2005.00475.x

Abstract

This paper reports on a qualitative study of the use of an expert system developed for the British telephone triage service NHS Direct. This system, known as CAS, is designed to standardise and control the interaction between NHS Direct nurses and callers. The paper shows, however, that in practice the nurses use CAS in a range of ways and, in so doing, privilege their own expertise and deliver an individualised service. The paper concludes by arguing that NHS Direct management's policy of using CAS as a means of standardising service delivery will achieve only limited success due not only to the professional ideology of nursing but also to the fact that rule-based expert systems capture only part of what 'experts' do.

Item Type: Article
DOI/Identification number: 10.1111/j.1467-9566.2005.00475.x
Uncontrolled keywords: Medical expert systems, NHS Direct, Standardisation, Telemedicine, Triage
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 10:18 UTC
Last Modified: 06 May 2020 03:09 UTC
Resource URI: https://kar.kent.ac.uk/id/eprint/38232 (The current URI for this page, for reference purposes)
Strangleman, Tim: https://orcid.org/0000-0003-1826-8497
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