NHS Direct Call Centre
Coursework 2
In this coursework I will be discussing the statement below with reference to Smith et al’s (2008) with an analytic study of NHS Direct call centre, a telephone health helpline in England.
‘The development of advanced IT-based services depends not on technology itself, but on particular choices about work organization and the empowerment of front line staff’…
Technology has advanced ever so much in the past 100 years in different aspects of life; communication is one of the biggest categories that have really advanced. Technology has altered to let people communicate more rapidly and resourcefully; it is the crucial manner of convenience for individuals who wish to achieve tasks that would have occupied a lengthy time in the past. Technology has made problematic tasks simpler- this being said Technology still needs a human touch to direct the path.
Call centres, otherwise called Customer Interaction Centre is a place which is occupied with accepting and transmitting an expansive number of data, backings and request from clients by means of phone. Call centres are developing rapidly, also are …show more content…
Although coordinated by the software, nurses are able to select higher or lower disposition (‘overriding’ and ‘under riding’) than that prescribed by CAS as long as there are explanations behind doing as such.
An imperative issue in conceptualizing NHS Direct is whether CAS and working through a call focus stage limits tele-nurses knowledge, autonomy and guidance or, on the other hand, regardless of whether it empowers nurses to make new types of information through a dynamic engagement with CAS inside the tele-nursing group. As far as conceptualization of learning, unequivocal information comprises of realities, rules and strategies that can be systematized and transmitted utilizing formal language or an electronic format (Polanyi,
In this coursework I will be discussing the statement below with reference to Smith et al’s (2008) with an analytic study of NHS Direct call centre, a telephone health helpline in England.
‘The development of advanced IT-based services depends not on technology itself, but on particular choices about work organization and the empowerment of front line staff’…
Technology has advanced ever so much in the past 100 years in different aspects of life; communication is one of the biggest categories that have really advanced. Technology has altered to let people communicate more rapidly and resourcefully; it is the crucial manner of convenience for individuals who wish to achieve tasks that would have occupied a lengthy time in the past. Technology has made problematic tasks simpler- this being said Technology still needs a human touch to direct the path.
Call centres, otherwise called Customer Interaction Centre is a place which is occupied with accepting and transmitting an expansive number of data, backings and request from clients by means of phone. Call centres are developing rapidly, also are …show more content…
Although coordinated by the software, nurses are able to select higher or lower disposition (‘overriding’ and ‘under riding’) than that prescribed by CAS as long as there are explanations behind doing as such.
An imperative issue in conceptualizing NHS Direct is whether CAS and working through a call focus stage limits tele-nurses knowledge, autonomy and guidance or, on the other hand, regardless of whether it empowers nurses to make new types of information through a dynamic engagement with CAS inside the tele-nursing group. As far as conceptualization of learning, unequivocal information comprises of realities, rules and strategies that can be systematized and transmitted utilizing formal language or an electronic format (Polanyi,