Journal Article

Telecare Call Centre Work and Ageing in Place

Thumbnail Image

Fulltext URI

Document type

Text/Journal Article

Additional Information

Date

2016, 2016

Authors

Journal Title

Journal ISSN

Volume Title

Source

Computer Supported Cooperative Work (CSCW): Vol. 25, No. 1

Publisher

Springer

Abstract

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.

Description

Procter, Rob; Wherton, Joe; Greenhalgh, Trish; Sugarhood, Paul; Rouncefield, Mark; Hinder, Sue (2016): Telecare Call Centre Work and Ageing in Place. Computer Supported Cooperative Work (CSCW): Vol. 25, No. 1. DOI: 10.1007/s10606-015-9242-5. Springer. PISSN: 1573-7551. pp. 79-105

Keywords

Ageing in place, Assisted living, Call centre work, Co-production, Collaboration, Telecare, Telehealth

Citation

DOI

10.1007/s10606-015-9242-5

URI

URI

http://dx.doi.org/10.1007/s10606-015-9242-5
 https://dl.eusset.eu/handle/20.500.12015/3835

Collections

JCSCW Vol. 25 (2016)

Endorsement

Review

Supplemented By

Referenced By

Number of citations to item: 33

  • Randi Stokke, Merete Furnes, Anne Vifladt, Kristian Ringsby Odberg (2020): Pasientsikkerhet og velferdsteknologi – parhester i utakt, In: Tidsskrift for omsorgsforskning 2(6), doi:10.18261/issn.2387-5984-2020-02-12
  • Felipe Rodríguez, Sergio F. Ochoa, Francisco J. Gutierrez (2019): Supporting asymmetric interaction in the age of social media, In: Journal of Ambient Intelligence and Humanized Computing 11(13), doi:10.1007/s12652-019-01641-3
  • Miria Grisot, Alexander Moltubakk Kempton, Laila Hagen, Margunn Aanestad (2019): Data-work for personalized care: Examining nurses’ practices in remote monitoring of chronic patients, In: Health Informatics Journal 3(25), doi:10.1177/1460458219833110
  • Trisha Greenhalgh, Joseph Wherton, Chrysanthi Papoutsi, Jennifer Lynch, Gemma Hughes, Christine A'Court, Susan Hinder, Nick Fahy, Rob Procter, Sara Shaw (2017): Beyond Adoption: A New Framework for Theorizing and Evaluating Nonadoption, Abandonment, and Challenges to the Scale-Up, Spread, and Sustainability of Health and Care Technologies, In: Journal of Medical Internet Research 11(19), doi:10.2196/jmir.8775
  • Amanda Lazar, Hilaire J. Thompson, Shih-Yin Lin, George Demiris (2018): Negotiating Relation Work with Telehealth Home Care Companionship Technologies that Support Aging in Place, In: Proceedings of the ACM on Human-Computer Interaction CSCW(2), doi:10.1145/3274372
  • Anna Sigridur Islind, Ulrika Lundh Snis, Tomas Lindroth, Johan Lundin, Katerina Cerna, Gunnar Steineck (2019): The Virtual Clinic: Two-sided Affordances in Consultation Practice, In: Computer Supported Cooperative Work (CSCW) 3-4(28), doi:10.1007/s10606-019-09350-3
  • Joseph Wherton, Trisha Greenhalgh, Rob Procter, Sara Shaw, James Shaw (2018): Wandering as a Sociomaterial Practice: Extending the Theorization of GPS Tracking in Cognitive Impairment, In: Qualitative Health Research 3(29), doi:10.1177/1049732318798358
  • Trisha Greenhalgh, Joe Wherton, Chrysanthi Papoutsi, Jenni Lynch, Gemma Hughes, Christine A’Court, Sue Hinder, Rob Procter, Sara Shaw (2018): Analysing the role of complexity in explaining the fortunes of technology programmes: empirical application of the NASSS framework, In: BMC Medicine 1(16), doi:10.1186/s12916-018-1050-6
  • Sonia Chien-I. Chen, Chenglian Liu (2020): Factors Influencing the Application of Connected Health in Remote Areas, Taiwan: A Qualitative Pilot Study, In: International Journal of Environmental Research and Public Health 4(17), doi:10.3390/ijerph17041282
  • Randi Stokke, Line Melby, Jørn Isaksen, Aud Obstfelder, Hege Andreassen (2021): A qualitative study of what care workers do to provide patient safety at home through telecare, In: BMC Health Services Research 1(21), doi:10.1186/s12913-021-06556-4
  • Amanda Lazar, Ben Jelen, Alisha Pradhan, Katie A. Siek (2021): Adopting Diffractive Reading to Advance HCI Research: A Case Study on Technology for Aging, In: ACM Transactions on Computer-Human Interaction 5(28), doi:10.1145/3462326
  • Randi Stokke, Ragnhild Hellesø, Maren Sogstad (2019): Hvorfor er det så vanskelig å integrere velferdsteknologii omsorgstjenesten?, In: Tidsskrift for omsorgsforskning 3(5), doi:10.18261/issn.2387-5984-2019-03-02
  • Shuai Yuan, Simon Coghlan, Reeva Lederman, Jenny Waycott (2022): Social Robots in Aged Care: Care Staff Experiences and Perspectives on Robot Benefits and Challenges, In: Proceedings of the ACM on Human-Computer Interaction CSCW2(6), doi:10.1145/3555220
  • Steven Baker, Ryan M. Kelly, Jenny Waycott, Romina Carrasco, Thuong Hoang, Frances Batchelor, Elizabeth Ozanne, Briony Dow, Jeni Warburton, Frank Vetere (2019): Interrogating Social Virtual Reality as a Communication Medium for Older Adults, In: Proceedings of the ACM on Human-Computer Interaction CSCW(3), doi:10.1145/3359251
  • Babak A. Farshchian, Thomas Vilarinho, Marius Mikalsen (2017): From Episodes to Continuity of Care: a Study of a Call Center for Supporting Independent Living, In: Computer Supported Cooperative Work (CSCW) 3(26), doi:10.1007/s10606-017-9262-4
  • Nicole Steils, John Woolham, Malcolm Fisk, Jeremy Porteus, Kirsty Forsyth (2019): Carers’ involvement in telecare provision by local councils for older people in England: perspectives of council telecare managers and stakeholders, In: Ageing and Society 2(41), doi:10.1017/s0144686x1900120x
  • Kate A. Hamblin (2022): Technology in care systems: Displacing, reshaping, reinstating or degrading roles?, In: New Technology, Work and Employment 1(37), doi:10.1111/ntwe.12229
  • Andrea Taylor, Hugh Pizey, Craig Whittet (2021): Supporting Safe and Independent Living: Findings, Themes and Concept Designs from a User-Centred Study on Digital Telecare, In: Interacting with Computers 4(33), doi:10.1093/iwc/iwac006
  • Hanne Marie Rostad, Randi Stokke (2020): Integrating Welfare Technology in Long-term Care Services: Nationwide Cross-sectional Survey Study (Preprint), doi:10.2196/preprints.22316
  • Najeeb G. Abdulhamid, Mark Perry, Armin Kashefi (2018): Process Workflow in Crowdsourced Digital Disaster Responses, In: Lecture Notes in Computer Science, doi:10.1007/978-3-030-01129-1_1
  • Liad Ortar, Israel Issi Doron, Yotam Lurie (2023): Time for Corporate Gerontology: A Systematic Literature Review, In: Ageing International 1(49), doi:10.1007/s12126-023-09537-6
  • Rob Procter, Joe Wherton, Trisha Greenhalgh (2018): Hidden Work and the Challenges of Scalability and Sustainability in Ambulatory Assisted Living, In: ACM Transactions on Computer-Human Interaction 2(25), doi:10.1145/3185591
  • Marta Choroszewicz (2023): (In)visible everyday work of fostering a data‐driven healthcare and social service organisation, In: New Technology, Work and Employment 1(39), doi:10.1111/ntwe.12270
  • Laura Lennox, Susan Barber, Neil Stillman, Sophie Spitters, Emily Ward, Vanessa Marvin, Julie E Reed (2021): Conceptualising interventions to enhance spread in complex systems: a multisite comprehensive medication review case study, In: BMJ Quality & Safety 1(31), doi:10.1136/bmjqs-2020-012367
  • Scott Scheidt, Q.B. Chung (2019): Making a case for speech analytics to improve customer service quality: Vision, implementation, and evaluation, In: International Journal of Information Management, doi:10.1016/j.ijinfomgt.2018.01.002
  • Anita Woll, Tone Bratteteig (2018): A trajectory for technology-supported elderly care work, In: Computer Supported Cooperative Work (CSCW) 1-2(28), doi:10.1007/s10606-018-9340-2
  • Hanne Marie Rostad, Randi Stokke (2021): Integrating Welfare Technology in Long-term Care Services: Nationwide Cross-sectional Survey Study, In: Journal of Medical Internet Research 8(23), doi:10.2196/22316
  • Krystal Warmoth, Chloe Bennett, Jennifer Lynch, Claire Goodman (2023): Using Online Consultations to Facilitate Health and Social Care Delivery During COVID-19: An Interview Study of Care Home Staff, In: Journal of Long Term Care, doi:10.31389/jltc.184
  • Randi Stokke (2018): Older People Negotiating Independence and Safety in Everyday Life Using Technology: Qualitative Study, In: Journal of Medical Internet Research 10(20), doi:10.2196/10054
  • Trisha Greenhalgh, Joseph Wherton, Chrysanthi Papoutsi, Jennifer Lynch, Gemma Hughes, Christine A'Court, Susan Hinder, Nick Fahy, Rob Procter, Sara Shaw (2017): Beyond Adoption: A New Framework for Theorizing and Evaluating Nonadoption, Abandonment, and Challenges to the Scale-Up, Spread, and Sustainability of Health and Care Technologies (Preprint), doi:10.2196/preprints.8775
  • Anita Woll, Jim Tørresen (2019): Bridging the User Barriers of Home Telecare, In: Advances in Intelligent Systems and Computing, doi:10.1007/978-3-030-32520-6_59
  • Kate Hamblin (2022): Sustainable Social Care: The Potential of Mainstream “Smart” Technologies, In: Sustainability 5(14), doi:10.3390/su14052754
  • Sara Keel, Anja Schmid, Fabienne Keller, Veronika Schoeb (2022): Investigating the use of digital health tools in physiotherapy: facilitators and barriers, In: Physiotherapy Theory and Practice 7(39), doi:10.1080/09593985.2022.2042439
Please note: Providing information about citations is only possible thanks to to the open metadata APIs provided by crossref.org and opencitations.net. These lists may be incomplete due to unavailable citation data.source: opencitations.net, crossref.org