Telecare call centre work and ageing in place

Journal article


Procter, R, Wherton, J, Greenhalgh, T, Sugarhood, PA, Rouncefield, M and Hinder, S (2016). Telecare call centre work and ageing in place. Computer Supported Cooperative Work: CSCW. 25 (1), pp. 79-105. https://doi.org/10.1007/s10606-015-9242-5
AuthorsProcter, R, Wherton, J, Greenhalgh, T, Sugarhood, PA, Rouncefield, M and Hinder, S
Abstract

© 2016, The Author(s).We report findings from a study of call centre staff working to deliver a telecare service designed to enable older people to ‘age in place’. We show the steps they routinely take to produce a care system on behalf of their clients and their families that is both workable within the constraints of available resources and fit-for-purpose. In doing so, we have seen how call centre staff share with one another their experiences and solutions to problems, carry out liaison work with networks of lay carers, and generally act as the ‘glue’ providing the all-important link between otherwise fragmented services. We conclude with some thoughts on the significant technical and organizational challenges if the ‘ageing in place’ vision is to be realized in a practical, secure, dependable and cost-effective way.

KeywordsInformation Systems; Cognitive Science; Design Practice And Management; Information Systems
Year2016
JournalComputer Supported Cooperative Work: CSCW
Journal citation25 (1), pp. 79-105
PublisherSpringer Verlag
ISSN0925-9724
Digital Object Identifier (DOI)https://doi.org/10.1007/s10606-015-9242-5
Web address (URL)https://link.springer.com/article/10.1007%2Fs10606-015-9242-5
Publication dates
Print01 Feb 2016
Publication process dates
Deposited24 Oct 2017
Accepted15 Jan 2015
Publisher's version
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File Access Level
Open
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