Telecare Call Centre Work and Ageing in Place

Simple item page
dc.contributor.authorProcter, Rob
dc.contributor.authorWherton, Joe
dc.contributor.authorGreenhalgh, Trish
dc.contributor.authorSugarhood, Paul
dc.contributor.authorRouncefield, Mark
dc.contributor.authorHinder, Sue
dc.date.accessioned2020-06-06T13:06:31Z
dc.date.available2020-06-06T13:06:31Z
dc.date.issued2016
dc.date.issued2016
dc.description.abstractWe 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.de
dc.identifier.doi10.1007/s10606-015-9242-5
dc.identifier.pissn1573-7551
dc.identifier.urihttp://dx.doi.org/10.1007/s10606-015-9242-5
dc.identifier.urihttps://dl.eusset.eu/handle/20.500.12015/3835
dc.publisherSpringer
dc.relation.ispartofComputer Supported Cooperative Work (CSCW): Vol. 25, No. 1
dc.relation.ispartofseriesComputer Supported Cooperative Work (CSCW)
dc.subjectAgeing in place
dc.subjectAssisted living
dc.subjectCall centre work
dc.subjectCo-production
dc.subjectCollaboration
dc.subjectTelecare
dc.subjectTelehealth
dc.titleTelecare Call Centre Work and Ageing in Placede
dc.typeText/Journal Article
gi.citation.endPage105
gi.citation.startPage79
gi.citations.count33
gi.citations.elementRandi 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
gi.citations.elementFelipe 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
gi.citations.elementMiria 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
gi.citations.elementTrisha 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
gi.citations.elementAmanda 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
gi.citations.elementAnna 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
gi.citations.elementJoseph 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
gi.citations.elementTrisha 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
gi.citations.elementSonia 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
gi.citations.elementRandi 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
gi.citations.elementAmanda 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
gi.citations.elementRandi 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
gi.citations.elementShuai 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
gi.citations.elementSteven 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
gi.citations.elementBabak 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
gi.citations.elementNicole 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
gi.citations.elementKate 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
gi.citations.elementAndrea 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
gi.citations.elementHanne Marie Rostad, Randi Stokke (2020): Integrating Welfare Technology in Long-term Care Services: Nationwide Cross-sectional Survey Study (Preprint), doi:10.2196/preprints.22316
gi.citations.elementNajeeb 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
gi.citations.elementLiad 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
gi.citations.elementRob 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
gi.citations.elementMarta 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
gi.citations.elementLaura 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
gi.citations.elementScott 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
gi.citations.elementAnita 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
gi.citations.elementHanne 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
gi.citations.elementKrystal 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
gi.citations.elementRandi 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
gi.citations.elementTrisha 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
gi.citations.elementAnita 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
gi.citations.elementKate Hamblin (2022): Sustainable Social Care: The Potential of Mainstream “Smart” Technologies, In: Sustainability 5(14), doi:10.3390/su14052754
gi.citations.elementSara 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

Files

Collections

JCSCW Vol. 25 (2016)