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Telecare call centre work and ageing in place
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Procter, Rob, Wherton, Joe, Greenhalgh, Trisha, Sugarhood, Paul, Rouncefield, Mark and Hinder, Sue (2016) Telecare call centre work and ageing in place. Computer Supported Cooperative Work (CSCW) . pp. 1-27. doi:10.1007/s10606-015-9242-5 ISSN 0925-9724.
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Official URL: http://dx.doi.org/10.1007/s10606-015-9242-5
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.
| Item Type: | Journal Article | ||||
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| Subjects: | H Social Sciences > HV Social pathology. Social and public welfare T Technology > T Technology (General) |
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| Divisions: | Faculty of Science, Engineering and Medicine > Science > Computer Science | ||||
| Library of Congress Subject Headings (LCSH): | Older people -- Home care -- Management, Call centers | ||||
| Journal or Publication Title: | Computer Supported Cooperative Work (CSCW) | ||||
| Publisher: | Springer | ||||
| ISSN: | 0925-9724 | ||||
| Official Date: | 15 January 2016 | ||||
| Dates: |
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| Page Range: | pp. 1-27 | ||||
| DOI: | 10.1007/s10606-015-9242-5 | ||||
| Status: | Peer Reviewed | ||||
| Publication Status: | Published | ||||
| Date of first compliant deposit: | 9 February 2016 | ||||
| Date of first compliant Open Access: | 11 February 2016 | ||||
| Funder: | Technology Strategy Board (Great Britain) | ||||
| Grant number: | 2797-25242/400217 |
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