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Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada

In: Call Centres and Human Resource Management

Author

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  • Caroline Collin Jacques

Abstract

The aim of this chapter is to examine the experience of professional labour in call centres within a cross-national framework. More particularly, it focuses on the work organization of nurses employed in call centre settings to provide public healthcare services by telephone. The experience of England (NHS Direct) and Quebec (Health-Info CLSC) are examined in a comparative analysis.

Suggested Citation

  • Caroline Collin Jacques, 2004. "Professionals at Work: A Study of Autonomy and Skill Utilization in Nurse Call Centres in England and Canada," Palgrave Macmillan Books, in: Stephen Deery & Nicholas Kinnie (ed.), Call Centres and Human Resource Management, chapter 7, pages 153-173, Palgrave Macmillan.
    • Handle: RePEc:pal:palchp:978-0-230-28880-5_7
    DOI: 10.1057/9780230288805_7
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    Cited by:

    1. Chris Smith & Raffaella Valsecchi & Frank Mueller & Jonathan Gabe, 2008. "Knowledge and the discourse of labour process transformation: nurses and the case of NHS Direct for England," Work, Employment & Society, British Sociological Association, vol. 22(4), pages 581-599, December.
    2. Mark Tuson & Tracey England & Doris Behrens & Richard Bowen & Dorothy Edwards & John Frankish & Jude Kay, 2018. "Modelling for the proposed roll-out of the ‘111’ service in Wales: a case study," Health Care Management Science, Springer, vol. 21(2), pages 159-176, June.

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