Raffaella Valsecchi

Knowledge and the discourse of labour process transformation: nurses and the case of NHS Direct for England

This article draws on fieldwork conducted with nurses in two sites of NHS Direct, the English tele-nursing service.Theoretically it has two objectives. Firstly to examine a group of professional workers in order to show how the discourse of work transformation associated with the call centre paradigm interacts in a non-mass, non-commercial public sector setting where workers remain attached to their occupational identity and institutional community which mediate call centre values and rationalities. In relation to this objective, the article shows how call centre values inform NHS Direct but do not produce the same outcomes as in commercial settings. Secondly, the article establishes that nurses, as knowledgeable actors, can control, manipulate and create knowledge, without having their autonomy subordinated to the clinical software they are required to use.The article contributes to the labour process approach of call centre working and debates on knowledge management in the workplace.

We are Nurses, We are Supposed to Care for People: Professional Values Among Nurses in NHS Direct Call Centres

This paper explores the interpretive negotiation of professional values by nurses working in a large public-sector organisation in the UK, namely the NHS Direct (NHSD). Reported are findings from a number of case studies of NHSD, undertaken in response to calls for more research into so-called professional call centre settings.

System, society and dominance effects in the adoption of tele-health: A tri-country comparison:

Although there have been many studies of low skilled call centre operators, research on professional workers in call centres is less common and cross-national research on such operations even rarer. This article compares the labour process experiences of tele-nurses – registered nurses in call centre settings – across three countries: the UK, Australia and Sweden. Using cross-national, comparative ethnographies, through a system, society and dominance (SSD) approach, the article explores the common problems tele-nurses face as well as distinctive societal differences in the ways in which this branch of e-health care is being established. The outcomes reveal both societal diversity and mounting pressures towards a globalizing conformity between the three countries with regard to the working practices of tele-nursing. The findings have important implications for whether or not a professional project can be developed around tele-health care.

Future avenues and challenges of exploring complex personhood

Purpose – The purpose of this paper is to offer an account of the personal experiences of being involved with the journal of Qualitative Research in Organizations and Management, to review the themes and issues stemming from the work that the authors think most pertinent, and to highlight those topics that the authors consider to contain the greatest future promise and potential. Design/methodology/approach – Reflective piece. Findings – The piece demonstrates how the discussion pursued in this journal has prompted a rethink of what qualitative research entails, how it might be assessed and evaluated, how it might be extended and reimagined, and of its enduring value to the development of knowledge about organisations and management. Originality/value – The paper offers an account of personal experiences of being involved with the journal of Qualitative Research in Organizations and Management.