Telecare Call Centre Work and Ageing in Place

Rob Procter; Joe Wherton; Trish Greenhalgh; Paul Sugarhood; Mark Rouncefield; Sue Hinder

doi:10.1007/s10606-015-9242-5

Telecare Call Centre Work and Ageing in Place

Rob Procter, Joe Wherton, Trish Greenhalgh, Paul Sugarhood, Mark Rouncefield, Sue Hinder

Research output: Contribution to journal › Article › peer-review

36 Citations (Scopus)

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.

Original language	English
Pages (from-to)	79-105
Number of pages	27
Journal	Computer Supported Cooperative Work: CSCW
Volume	25
Issue number	1
Early online date	15 Jan 2016
DOIs	https://doi.org/10.1007/s10606-015-9242-5
Publication status	Published - 1 Feb 2016
Externally published	Yes

Bibliographical note

Publisher Copyright:
© 2016, The Author(s).

Keywords

Ageing in place
Assisted living
Call centre work
Co-production
Collaboration
Telecare
Telehealth

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10.1007/s10606-015-9242-5

s10606-015-9242-5Final published version, 368 KBLicence: CC BY 4.0

Cite this

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Telecare Call Centre Work and Ageing in Place

Abstract

Bibliographical note

Keywords

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