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The work, workforce, technology and organisational implications of the 111 single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study |
Turnbull J, Pope C, Rowsell A, Prichard J, Halford S, Jones J, May C, Lattimer V |
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Record Status This is a bibliographic record of a published health technology assessment from a member of INAHTA. No evaluation of the quality of this assessment has been made for the HTA database. Citation Turnbull J, Pope C, Rowsell A, Prichard J, Halford S, Jones J, May C, Lattimer V. The work, workforce, technology and organisational implications of the 111 single point of access telephone number for urgent (non-emergency) care: a mixed-methods case study. Health Services and Delivery Research 2014; 2(3) Authors' objectives To investigate four core features of health-care innovation and change in relation to the new NHS 111 telephone-based service for 24/7 access to urgent care, namely the way in which work and workforce are organised for this new service and how the technology and organisational context shape the way in which services are delivered. Authors' conclusions NHS 111 is primarily founded on a network of different organisations providing different aspects of the service. This network is primarily enabled through technological integration. Successful integration also requires understanding and trusting relationships between different providers, which were lacking in some sites. Underpinning NHS 111 with non-clinical workers offers significant opportunities for workforce reconfiguration, but this is not a simple substitution of labour (i.e. non-clinical staff replacing clinical staff). There is a significant organisational structure that is necessary to support and 'keep in place' both the CDSS itself and non-clinical workers using the CDSS. Indexing Status Subject indexing assigned by CRD MeSH Emergency Medical Services; Telephone Language Published English Country of organisation England English summary An English language summary is available. Address for correspondence HS&DR Programme, National Institute for Health Research, Evaluation, Trials and Studies Coordinating Centre, University of Southampton, Alpha House, Enterprise Road, Southampton, SO16 7NS, UK Tel: +44 23 8059 4304
Email: hsdrinfo@southampton.ac.uk AccessionNumber 32014001316 Date abstract record published 31/10/2014 |
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