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'We are nurses, we are supposed to care for people': Professional values among nurses in NHS Direct call centres

Lookup NU author(s): Professor Frank Mueller


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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.

Publication metadata

Author(s): Mueller F, Valsecchi R, Smith C, Gabe J, Elston MA

Publication type: Article

Publication status: Published

Journal: New Technology, Work and Employment

Year: 2008

Volume: 23

Issue: 1-2

Pages: 2-16

ISSN (print): 0268-1072

ISSN (electronic): 1468-005X

Publisher: Wiley-Blackwell Publishing Ltd.


DOI: 10.1111/j.1468-005X.2008.00199.x


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