‘Your ears become your eyes’: managing the absence of visibility in NHS Direct
‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in...
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| Autor*in: |
Pettinari, Catherine Johnson - PhD [verfasserIn] Jessopp, Lynda - MA MSc [verfasserIn] |
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| Format: |
E-Artikel |
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| Erschienen: |
Oxford UK: Blackwell Science Ltd ; 2001 |
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| Umfang: |
Online-Ressource |
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| Reproduktion: |
2001 ; Blackwell Publishing Journal Backfiles 1879-2005 |
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| Übergeordnetes Werk: |
In: Journal of advanced nursing - Oxford [u.a.] : Wiley-Blackwell, 1976, 36(2001), 5, Seite 0 |
| Übergeordnetes Werk: |
volume:36 ; year:2001 ; number:5 ; pages:0 |
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| DOI / URN: |
10.1046/j.1365-2648.2001.02031.x |
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NLEJ243411790 |
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| 520 | |a ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. | ||
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10.1046/j.1365-2648.2001.02031.x doi (DE-627)NLEJ243411790 DE-627 ger DE-627 rakwb Pettinari, Catherine Johnson PhD verfasserin aut ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Oxford UK Blackwell Science Ltd 2001 Online-Ressource nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. 2001 Blackwell Publishing Journal Backfiles 1879-2005 |2001|||||||||| telenursing Jessopp, Lynda MA MSc verfasserin aut In Journal of advanced nursing Oxford [u.a.] : Wiley-Blackwell, 1976 36(2001), 5, Seite 0 Online-Ressource (DE-627)NLEJ243927088 (DE-600)2009963-0 1365-2648 nnns volume:36 year:2001 number:5 pages:0 http://dx.doi.org/10.1046/j.1365-2648.2001.02031.x text/html Verlag Deutschlandweit zugänglich Volltext GBV_USEFLAG_U ZDB-1-DJB GBV_NL_ARTICLE AR 36 2001 5 0 |
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10.1046/j.1365-2648.2001.02031.x doi (DE-627)NLEJ243411790 DE-627 ger DE-627 rakwb Pettinari, Catherine Johnson PhD verfasserin aut ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Oxford UK Blackwell Science Ltd 2001 Online-Ressource nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. 2001 Blackwell Publishing Journal Backfiles 1879-2005 |2001|||||||||| telenursing Jessopp, Lynda MA MSc verfasserin aut In Journal of advanced nursing Oxford [u.a.] : Wiley-Blackwell, 1976 36(2001), 5, Seite 0 Online-Ressource (DE-627)NLEJ243927088 (DE-600)2009963-0 1365-2648 nnns volume:36 year:2001 number:5 pages:0 http://dx.doi.org/10.1046/j.1365-2648.2001.02031.x text/html Verlag Deutschlandweit zugänglich Volltext GBV_USEFLAG_U ZDB-1-DJB GBV_NL_ARTICLE AR 36 2001 5 0 |
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10.1046/j.1365-2648.2001.02031.x doi (DE-627)NLEJ243411790 DE-627 ger DE-627 rakwb Pettinari, Catherine Johnson PhD verfasserin aut ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Oxford UK Blackwell Science Ltd 2001 Online-Ressource nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. 2001 Blackwell Publishing Journal Backfiles 1879-2005 |2001|||||||||| telenursing Jessopp, Lynda MA MSc verfasserin aut In Journal of advanced nursing Oxford [u.a.] : Wiley-Blackwell, 1976 36(2001), 5, Seite 0 Online-Ressource (DE-627)NLEJ243927088 (DE-600)2009963-0 1365-2648 nnns volume:36 year:2001 number:5 pages:0 http://dx.doi.org/10.1046/j.1365-2648.2001.02031.x text/html Verlag Deutschlandweit zugänglich Volltext GBV_USEFLAG_U ZDB-1-DJB GBV_NL_ARTICLE AR 36 2001 5 0 |
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10.1046/j.1365-2648.2001.02031.x doi (DE-627)NLEJ243411790 DE-627 ger DE-627 rakwb Pettinari, Catherine Johnson PhD verfasserin aut ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Oxford UK Blackwell Science Ltd 2001 Online-Ressource nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. 2001 Blackwell Publishing Journal Backfiles 1879-2005 |2001|||||||||| telenursing Jessopp, Lynda MA MSc verfasserin aut In Journal of advanced nursing Oxford [u.a.] : Wiley-Blackwell, 1976 36(2001), 5, Seite 0 Online-Ressource (DE-627)NLEJ243927088 (DE-600)2009963-0 1365-2648 nnns volume:36 year:2001 number:5 pages:0 http://dx.doi.org/10.1046/j.1365-2648.2001.02031.x text/html Verlag Deutschlandweit zugänglich Volltext GBV_USEFLAG_U ZDB-1-DJB GBV_NL_ARTICLE AR 36 2001 5 0 |
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10.1046/j.1365-2648.2001.02031.x doi (DE-627)NLEJ243411790 DE-627 ger DE-627 rakwb Pettinari, Catherine Johnson PhD verfasserin aut ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Oxford UK Blackwell Science Ltd 2001 Online-Ressource nicht spezifiziert zzz rdacontent nicht spezifiziert z rdamedia nicht spezifiziert zu rdacarrier ‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. 2001 Blackwell Publishing Journal Backfiles 1879-2005 |2001|||||||||| telenursing Jessopp, Lynda MA MSc verfasserin aut In Journal of advanced nursing Oxford [u.a.] : Wiley-Blackwell, 1976 36(2001), 5, Seite 0 Online-Ressource (DE-627)NLEJ243927088 (DE-600)2009963-0 1365-2648 nnns volume:36 year:2001 number:5 pages:0 http://dx.doi.org/10.1046/j.1365-2648.2001.02031.x text/html Verlag Deutschlandweit zugänglich Volltext GBV_USEFLAG_U ZDB-1-DJB GBV_NL_ARTICLE AR 36 2001 5 0 |
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| abstract |
‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. |
| abstractGer |
‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. |
| abstract_unstemmed |
‘Your ears become your eyes’: managing the absence of visibility in NHS Direct Aims. To identify and describe nurses’ perceptions of interactional practices they use to manage the absence of visual cues in telephone consultations with callers at an NHS Direct site. Background. A routine activity in telephone consultations is visualizing the patient and the situation from which the call is made, that is, ‘building a picture of the patient’. Little is known about interactional practices between nurse and caller that contribute to shaping a conception of the caller, or other activities that nurses do to manage the absence of visibility in the consultation. Methods. Qualitative analysis of semi-structured interviews conducted with nurses new to NHS Direct telephone consultations, the first immediately prior to the NHS Direct site’s opening, and the second 6 months later. Findings. The activity of visualizing patients and their environment is closely linked to interactional practices carried out between nurse and caller. Nurses described a range of interactional activities that they perceive help callers to describe with more precision what the nurse cannot see. Nurses also tailor interaction to a nonvisual environment in order to manage the more emotional aspects of telephone consultations, such as delivering information, advice, reassurance, and building trust and rapport. Conclusions. Nurses developed skills to manage interaction with callers in order to compensate for the absence of visibility. Skills were based on their professional backgrounds and experience and developed in an ad hoc way. Further research could examine the efficacy of these strategies, and be a prerequisite to adding them to training programmes. |
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