Telephone triage, expert systems and clinical expertise

Dados Bibliográficos

ID2265734
AutoresDavid Greatbatch (University of Nottingham, autor correspondente), Gerard Hanlon (0000-0003-0888-611X, University of Leicester), J Goode (0000-0003-0941-1036, University of Nottingham), Alicia O’cathain (0000-0003-4033-506X, University of Sheffield), A O''Cathain, A O'Cathain, Tim Strangleman (0000-0003-1826-8497, London Metropolitan University), Donna Luff (University of Sheffield)
Ano2005
Volume27
Fascículo6
Páginas802-830
Data de publicação2005-09-01
Peer ReviewedSim
Open AccessSim
TipoARTICLE
PeriódicoSociology of Health & Illness (JOURNAL)
Identificadores do periódicoISSN: 0141-9889 • E-ISSN: 1467-9566
EditoraWiley (PUBLISHER • GB)
DOI10.1111/j.1467-9566.2005.00475.x
PMID16283900
OpenAlexW2068920920
IdiomaEN
Citações recebidas35
Referências citadas22

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

Business · Computer security · Control (management) · Expert system · Knowledge management · Medical education · Medical emergency · Political science · Privilege (computing) · Public relations · Service (business) · Triage · Computer Science · Education, Healthcare and Sociology Research · Emergency and Acute Care Studies · Healthcare innovation and challenges · Marketing · Medicine · Nursing