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Journal article

Telecare call centre work and ageing in place

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 l...

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Publication status:
Published
Peer review status:
Peer reviewed
Version:
Publisher's version

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Publisher copy:
10.1007/s10606-015-9242-5

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Institution:
University of Oxford
Department:
Oxford, MSD, Primary Care Health Sciences
Role:
Author
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Publisher:
Springer Publisher's website
Journal:
Computer Supported Cooperative Work Journal website
Volume:
25
Issue:
1
Pages:
79-105
Publication date:
2016-01-05
DOI:
EISSN:
1573-7551
ISSN:
0925-9724
URN:
uuid:d841f363-c48d-4811-8283-53ab793e5004
Source identifiers:
598876
Local pid:
pubs:598876

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