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Telecare call centre work and ageing in place

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Telecare call centre work and ageing in place. / Procter, Rob; Wherton, Joe; Greenhalgh, Trish et al.

In: Computer Supported Cooperative Work, Vol. 25, No. 1, 02.2016, p. 79-105.

Research output: Contribution to Journal/MagazineJournal articlepeer-review

Harvard

Procter, R, Wherton, J, Greenhalgh, T, Sugarhood, P, Rouncefield, MF & Hinder, S 2016, 'Telecare call centre work and ageing in place', Computer Supported Cooperative Work, vol. 25, no. 1, pp. 79-105. https://doi.org/10.1007/s10606-015-9242-5

APA

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

Vancouver

Procter R, Wherton J, Greenhalgh T, Sugarhood P, Rouncefield MF, Hinder S. Telecare call centre work and ageing in place. Computer Supported Cooperative Work. 2016 Feb;25(1):79-105. Epub 2016 Jan 15. doi: 10.1007/s10606-015-9242-5

Author

Procter, Rob ; Wherton, Joe ; Greenhalgh, Trish et al. / Telecare call centre work and ageing in place. In: Computer Supported Cooperative Work. 2016 ; Vol. 25, No. 1. pp. 79-105.

Bibtex

@article{d4fe30204e8b4671a01cafbb931e5547,
title = "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 {\textquoteleft}age in place{\textquoteright}. 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 {\textquoteleft}glue{\textquoteright} providing the all-important link between otherwise fragmented services. We conclude with some thoughts on the significant technical and organizational challenges if the {\textquoteleft}ageing in place{\textquoteright} vision is to be realized in a practical, secure, dependable and cost-effective way.",
keywords = "Call centre work, Co-production, Assisted living, Ageing in place , Collaboration, Telecare, Telehealth",
author = "Rob Procter and Joe Wherton and Trish Greenhalgh and Paul Sugarhood and Rouncefield, {Mark Francis} and Sue Hinder",
year = "2016",
month = feb,
doi = "10.1007/s10606-015-9242-5",
language = "English",
volume = "25",
pages = "79--105",
journal = "Computer Supported Cooperative Work",
issn = "0925-9724",
publisher = "Kluwer Academic Publishers",
number = "1",

}

RIS

TY - JOUR

T1 - Telecare call centre work and ageing in place

AU - Procter, Rob

AU - Wherton, Joe

AU - Greenhalgh, Trish

AU - Sugarhood, Paul

AU - Rouncefield, Mark Francis

AU - Hinder, Sue

PY - 2016/2

Y1 - 2016/2

N2 - 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.

AB - 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.

KW - Call centre work

KW - Co-production

KW - Assisted living

KW - Ageing in place

KW - Collaboration

KW - Telecare

KW - Telehealth

U2 - 10.1007/s10606-015-9242-5

DO - 10.1007/s10606-015-9242-5

M3 - Journal article

VL - 25

SP - 79

EP - 105

JO - Computer Supported Cooperative Work

JF - Computer Supported Cooperative Work

SN - 0925-9724

IS - 1

ER -