Greatbatch2005

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Greatbatch2005
BibType ARTICLE
Key Greatbatch2005
Author(s) David Greatbatch, Gerard Hanlon, Jackie Goode, Alicia O'Cathain, Tim Strangleman, Donna Luff
Title Telephone Triage, Expert Systems and Clinical Expertise
Editor(s)
Tag(s) medical EMCA, medical expert systems, standardization, telemedicine, triage, NHS Direct
Publisher
Year 2005
Language
City
Month
Journal Sociology of Health & Illness
Volume 27
Number 6
Pages 802–830
URL Link
DOI 10.1111/j.1467-9566.2005.00475.x
ISBN
Organization
Institution
School
Type
Edition
Series
Howpublished
Book title
Chapter

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Abstract

This paper reports on a qualitative study of the use of an expert system developed for the British telephone triage service NHS Direct. This system, known as CAS, is designed to standardise and control the interaction between NHS Direct nurses and callers. The paper shows, however, that in practice the nurses use CAS in a range of ways and, in so doing, privilege their own expertise and deliver an individualised service. The paper concludes by arguing that NHS Direct management's policy of using CAS as a means of standardising service delivery will achieve only limited success due not only to the professional ideology of nursing but also to the fact that rule-based expert systems capture only part of what ‘experts’ do.

Notes