Resource detail

Resource ID 216
Title Knowledge, technology and nursing: The case of NHS Direct
Author Gerard Hanlon, Tim Strangleman, Jackie Goode, Donna Luff, Alicia O’Cathain and David Greatbatch


NHS Direct is a relatively new, nurse-based, 24-hour health advice line run as part of the UK’s National Health Service (NHS). The service delivers health advice remotely via the telephone. A central aspect of the service is the attempt to provide a standard level of health advice regardless of time, space or the background of the nurse. At the heart of this attempt is an innovative health software called CLINICAL ASSESSMENT SYSTEM (CAS). Using a number of qualitative methods, this article highlights how the interaction between the nursing staff and this technology is key to the service. The technology is based on management’s attempt to standardize and control the caller–nurse relationship. Thus the software can be seen as part of an abstract rationality, whereas how it is deployed by nurses is based on a practical rationality that places practice and experience ?rst and sees the technology and protocols as tools.

Resource type Paper
URL (downloadable)/83452.pdf
Source/origin External source
Record created 2014-07-13 14:10
Record updated 2014-07-15 15:10
Record editor Helen Parsons
Tags autonomy, forms of rationality, NHS Direct, NHS, objectivity, nursing
Subjects Technology