Telecare Call Centre Work and Ageing in Place

Computer Supported Cooperative Work: CSCW: An International Journal

Volumn 25, Issue 1, 2016, Pages 79-105

  Procter, Rob ^a   Wherton, Joe ^b   Greenhalgh, Trish ^c   Sugarhood, Paul ^d   Rouncefield, Mark ^e   Hinder, Sue ^b  

^a UNIVERSITY OF WARWICK   (United Kingdom)

^b QUEEN MARY UNIVERSITY OF LONDON   (United Kingdom)

^c UNIVERSITY OF OXFORD   (United Kingdom)

^d NEWHAM UNIVERSITY HOSPITAL   (United Kingdom)

^e LANCASTER UNIVERSITY   (United Kingdom)

Author keywords

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

Indexed keywords

ASSISTED LIVING; MEDICAL COMPUTING;

AGEING IN PLACE; CALL CENTRES; CO-PRODUCTION; COLLABORATION; TELECARE; TELEHEALTH;

COST EFFECTIVENESS;

EID: 84954424349     PISSN: 09259724     EISSN: 15737551     Source Type: Journal    
DOI: 10.1007/s10606-015-9242-5     Document Type: Article

References (48)

1. Alberdi, E., A. Povyakal, L. Strigini, M. Hartswood, R. Procter, and R. Slack (2005). The use of Computer Aided Detection tools in screening mammography: A multidisciplinary investigation. British Journal of Radiology, special issue on Computer-aided diagnosis, vol. 78, pp. S 31–40.
2. Anderson, S., G. Hardstone, R. Procter, and R. Williams (2008). Supporting configuration in organisational information systems. In M. Ackerman, T. Erickson, C. Halverson and W. Kellog (eds): Evolving Information Artefacts, Kluwer, pp. 221–253.
3. Bowers, J. (1994). The work to make a network work: studying CSCW in action. In CSCW’94: Proceedings of the Conference on Computer-Supported Cooperative Work, 24-26 October 1994, Chapel Hill, North Carolina. New York: ACM Press, pp. 287–298
4. Bowker, G.C., and S.L. Star (2000). Sorting Things Out: Classification and its Consequences. Cambridge, Mass.: MIT Press.
5. Bratteteig, T., and I. Wagner (2013). Moving healthcare to the home: The work to make homecare work. In ECSCW 2013: Proceedings of the 13th European Conference on Computer Supported Cooperative Work, Paphos, Cyprus, 21–25 September 2013. London: Springer, pp. 143–162.
6. Breskovic, I., A.F.P. de Carvalho, S. Schinkinger, and H. Tellioğlu (2013). Social awareness support for meeting informal carers’ needs: Early development in TOPIC. In ECSCW 2013: Adjunct Proceedings of the 13th European Conference on Computer Supported Cooperative Work, Paphos, Cyprus, 21–25 September 2013. London: Springer, pp. 3–8.
7. Clark, M., and N. Goodwin (2010). Sustaining innovation in telehealth and telecare. WSD Action Network briefing paper. London: King’s Fund. http://www.jitscotland.org.uk/downloads/1281689683-Sustaining_Innovation1.pdf. Accessed 18 March 2015.
8. Clarke, K., M. Hartswood, J. Hughes, R. Procter, and M. Rouncefield (2006). ‘Normal, natural troubles’: The practical organisation of bed management in a healthcare setting. In D. Francis and S. Hester (eds): Orders of Ordinary Action: Respecifying Sociological Knowledge. Aldershot, England: Ashgate Publishing.
9. Coeckelbergh, M. (2013). E-care as craftsmanship: virtuous work, skilled engagement, and information technology in health care. Medicine, health care and philosophy, vol 16, no. 4, pp. 807–816.
10. Denis J-L., Y. Hebert, A. Langley, S. Lozeau, and L.H. Trottier (2002). Explaining diffusion patterns for complex health care innovations. Health Care Management Review, vol, 27, no. 3, pp. 60–73.
11. Finken, S., and C. Mörtberg (2014). Performing Elderliness–Intra-actions with Digital Domestic Care Technologies. In ICT and Society. Berlin Heidelberg: Springer, pp. 307–319
12. Fitzpatrick, G., and G. Ellingsen (2012). A review of 25 years of CSCW research in healthcare: contributions, challenges and future agendas. Computer Supported Cooperative Work (CSCW): An International Journal, vol. 22, nos. 4–6, August 2013, pp. 606–665.
13. Garfinkel, H., and E. Bittner (1967). Good organizational reasons for “bad” clinic records. In H. Garfinkel: Studies in Ethnomethodology. Englewood-Cliffs, New Jersey: Prentice-Hall 1967, pp. 186–207.
14. Greenhalgh, T., G. Robert, F. Macfarlane, P. Bate, and O. Kyriakidou (2004). Diffusion of innovations in service organizations: systematic review and recommendations. Milbank Quarterly, vol. 82, no. 4, pp. 581–629.
15. Greenhalgh, T., R. Procter, M. Rouncefield, and G. Dewsbury (2011). ATHENE–Assistive technologies for healthy living in elders–needs assessment by ethnography. In Proceedings of the 2nd Digital Economy All Hands Meeting, Newcastle, 15–17 November 2011. http://wrap.warwick.ac.uk/52817/1/WRAP_Procter_ATHENE%20Digital%20economy%202011.pdf. Accessed 18 March 2015.
16. Greenhalgh, T., R. Procter, J. Wherton, P. Sugarhood, and S. Shaw (2012). The organising vision for telehealth and telecare: discourse analysis. BMJ Open, vol. 2, no. 4, 2012,:e001574.doi:10.1136/bmjopen-2012-001574
17. Greenhalgh, T., J. Wherton, P. Sugarhood, S. Hinder, and R. Procter (2013). What matters to older people with assisted living needs? A phenomenological analysis of the use and non-use of telehealth and telecare. Social Science and Medicine, vol. 93, pp. 86–94.
18. Greenhalgh, T., R. Procter, J. Wherton, P. Sugarhood, S. Hinder, and M. Rouncefield (2015). What is quality in assistive living technology? The ARCHIE framework for effective telehealth and telecare services. BMC Health Services Research, vol. 13, no.1, p. 91.
19. Hartswood, M., R. Procter, M. Rouncefield, and M. Sharpe (2000). Being there and doing IT in the workplace: A case study of a co-development approach in healthcare. In Proceedings of the CPSR/IFIP WG 9.1 Participatory Design Conference, New York, 28 November-1 December 2000. New York: ACM Press, pp. 96–105.
20. Hartswood, M., R. Procter, P. Rouchy, M. Rouncefield, R. Slack, and A. Voss (2002). Co-realisation: Towards a principled synthesis of Ethnomethodology and Participatory Design. In M. Berg, D. Henriksen, J. Pors & B. Winthereik (eds): special issue on Challenging Practice: Reflections on the Appropriateness of Fieldwork as Research Method in Information Systems Research. Scandinavian Journal of Information Systems, vol. 14, no. 2, 2002, pp. 9–30.
21. Hartswood, M, R. Procter, M. Rouncefield, and R. Slack (2003a). Making a case in medical work: Implications for the electronic medical record. Computer Supported Cooperative Work (CSCW): The Journal of Collaborative Computing, vol. 12, no. 3, pp. 241–66.
22. Hartswood, M., R. Procter, P. Rouchy, M. Rouncefield, R. Slack, and A. Voss (2003b). Working IT out in medical practice: IT systems design and development as co-realisation. Methods of Information in Medicine, vol. 42, no. 4, pp. 392–397.
23. Hartswood, M., R. Procter, M. Rouncefield, R. Slack, and A. Voss (2008). Co-realisation: Evolving IT artefacts by design. In M. Ackerman, T. Erickson, C. Halverson, & W. Kellogg, W. (eds): Resources, Co-Evolution and Artefacts. London: Springer, pp. 59–94.
24. Henderson, A., and M. Kyng (1992). There’s no place like home: Continuing Design in Use. In M. Kyng, & J. Greenbaum (eds): Design at Work. Hillsdale, New Jersey: Lawrence Erlbaum.
25. Hughes, J., V. King, T. Rodden, and H. Andersen (1994). Moving out from the control room: Ethnography in system design. In CSCW’94: Proceedings of the ACM conference on Computer Supported Cooperative Work, Chapel Hill, North Carolina, United States, 22–26 October 1994. New York: ACM Press, pp. 429–39.
26. Jansson, M., C. Mörtberg, and E. Berg (2007). Old dreams, new means: an exploration of visions and situated knowledge in information technology. Gender, Work and Organization, vol. 14, no. 4, pp. 371–387.
27. Lewin, D., S. Adshead, B. Glennon, B. Williamson, T. Moore, L. Damodaran, and P. Hansell (2010). Assisted living technologies for older and disabled people in 2030: A final report to Ofcom. London: Plum Consulting. http://stakeholders.ofcom.org.uk/binaries/research/technology-research/Assisted.pdf. Accessed 18 November 2014.
28. Luff, P., J. Hindmarsh, and C. Heath (eds) (2000). Workplace Studies: Recovering work practice and informing system design. Cambridge: Cambridge University Press.
29. Milligan, C., C. Roberts, and M. Mort (2011). Telecare and older people: Who cares where? Social Science and Medicine, vol. 72, no. 3, pp. 347–354.
30. Moreira, T. (2008). Continuous positive airway pressure machines and the work of coordinating technologies at home. Chronic Illness, vol. 4, no. 2, pp. 102–109,
31. Pols, J. (2010). The heart of the matter. About good nursing and telecare. Health Care Analysis, vol. 18, no.4, pp. 374–388.
32. Pols, J., and D. Willems (2011). Innovation and evaluation: taming and unleashing telecare technology. Sociology of Health & Illness, vol. 33, no. 3, pp. 484–498.
33. Procter, R., and R. Williams (1996). Beyond design: Social learning and computer-supported cooperative work—some lessons from innovation studies. In D. Shapiro, R. Traunmüller and M.G. Tauber (eds): The design of computer supported cooperative work and groupware systems. Amsterdam: North-Holland Elsevier, pp. 445–463.
34. Procter, R., M. Rouncefield, E. Balka, and M. Berg (2006). Special issue: CSCW and dependable healthcare systems. Computer Supported Cooperative Work (CSCW): The Journal of Collaborative Computing, vol. 15, no. 5–6, December 2006, pp. 413–418.
35. Procter, R., A. Voss, A.,and M. Asgari-Targhi (2012). Fostering the human infrastructure of e-research. Information, Communication & Society, vol. 16, no. 10, pp. 1668–1691.
36. Procter, R., T. Greenhalgh, J. Wherton, P. Sugarhood, M. Rouncefield, and G. Dewsbury (2013). The ATHENE Project: The importance of bricolage in personalising assisted living technologies. International Journal of Integrated Care, vol. 13, no. 7.
37. Procter, R., T. Greenhalgh, J. Wherton, P. Sugarhood, M. Rouncefield, and S. Hinder (2014). The Day-to-Day Co-Production of Ageing in Place. Computer Supported Cooperative Work (CSCW): The Journal of Collaborative Computing and Work Practices, vol. 23, no. 3, pp. 245–267.
38. Roberts, C., M. Mort, M., and C. Milligan (2012). Calling for Care: ‘Disembodied’ work, teleoperators and older people living at home. Sociology, vol. 46, no. 3, pp. 490–506.
39. Sánchez-Criado, T., D. López, C. Roberts, and M. Domènech (2014). Installing telecare, installing users: Felicity conditions for the instauration of usership. Science, Technology & Human Values, 0162243913517011.
40. Sanders, C., A. Rogers, R. Bowen, R. P. Bower, S. Hirani, M. Cartwright, and S.P. Newman (2012). Exploring barriers to participation and adoption of telehealth and telecare within the Whole System Demonstrator trial: A qualitative study. BMC Health Services Research, vol. 12, no. 1, p. 220.
41. Strauss, A.L., and J. Corbin (1990) Basics in Qualitative Research. London: Sage.
42. Sugarhood, P., J. Wherton, R. Procter, S. Hinder, S., and T. Greenhalgh (2014). Technology as system innovation: a key informant interview study of the application of the diffusion of innovation model to telecare. Disability and Rehabilitation: Assistive Technology, vol. 9, no. 1, pp. 79–87.
43. Vasunilashorn, S., B. Steinman, P. Liebig, P., and J. Pynoos (2012). Aging in place: evolution of a research topic whose time has come. Journal of Aging Research, vol. 2012, 6 pages.
44. Voss, A., R. Procter, and R. Williams (2000). Innovation in use: Interleaving day-to-day operation and systems development. In T. Cherkasky, J. Greenbaum, and P. Mambery (eds) Proceedings of the CPSR/IFIP WG 9.1 Participatory Design Conference, New York, pp. 192–201.
45. Wherton, J., & D. Prendergast (2009). The building bridges project: involving older adults in the design of a communication technology to support peer-to-peer social engagement. In HCI and Usability for e-Inclusion, 5th Symposium of the Workgroup Human-Computer Interaction and Usability Engineering of the Austrian Computer Society, Linz, Austria, 9–10 November 2009. Lecture Notes in Computer Science, vol. 5889, pp. 111–134. Berlin-Heidelberg: Springer.
46. Wherton, J., P. Sugarhood, R. Procter, M. Rouncefield, G. Dewsbury, S. Hinder, and T. Greenhalgh (2012). Designing assisted living technologies 'In the wild': Preliminary experiences with cultural probe methodology. BMC Medical Research Methodology, vol. 12, no. 1, p. 188.
47. Wherton, J., P. Sugarhood, R. Procter, S. Hinder, and T. Greenhalgh (2015a). Co-production in practice: How people with assisted living needs can help design and evolve technologies and services. Implementation Science, vol. 10, no. 1, p. 75.
48. Wherton, J., P. Sugarhood, R. Procter, and T. Greenhalgh (2015b). Designing technologies for social connection with older people. In D. Prendergast and C. Garattini (eds) Aging and the Digital Life Course, vol. 3, pp. 107–124.