Managing medical advice seeking in calls to Child Health Line

Butler, Carly W., Danby, Susan, Emmison, Michael and Thorpe, Karen (2009) Managing medical advice seeking in calls to Child Health Line. Sociology of Health and Illness, 31 6: 817-834. doi:10.1111/j.1467-9566.2009.01179.x

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Author Butler, Carly W.
Danby, Susan
Emmison, Michael
Thorpe, Karen
Title Managing medical advice seeking in calls to Child Health Line
Journal name Sociology of Health and Illness   Check publisher's open access policy
ISSN 0141-9889
Publication date 2009-09
Sub-type Article (original research)
DOI 10.1111/j.1467-9566.2009.01179.x
Volume 31
Issue 6
Start page 817
End page 834
Total pages 18
Editor Clive Seale
Place of publication Oxford, United Kingdom
Publisher Wiley-Blackwell Publishing
Collection year 2010
Language eng
Subject C1
970111 Expanding Knowledge in the Medical and Health Sciences
1117 Public Health and Health Services
111799 Public Health and Health Services not elsewhere classified
Abstract Child Health Line is a 24-hour Australian helpline that offers information and support for parents and families on child development and parenting. The helpline guidelines suggest that nurses should not offer medical advice; they do, however, regularly receive calls seeking such advice. This paper examines how the service guidelines are talked into being through the nurses' management of callers' requests for medical advice and information, and shows how nurses orient to the boundaries of their professional role and institutionally regulated authority. Three ways in which the child health nurses manage medical advice and information seeking are discussed: using membership as a nurse to establish boundaries of expertise, privileging parental authority regarding decision making about seeking treatment for their child, and respecifying a 'medical' problem as a child development issue. The paper contributes to research on medical authority, and nurse authority in particular, by demonstrating the impact of institutional roles and guidelines on displays of knowledge and expertise. More generally, it contributes to an understanding of the interactional enactment and consequences of service guidelines for telehealth practice, with implications for training, policy and service delivery.
Keyword Telehealth
Child health
Conversation analysis
Q-Index Code C1
Q-Index Status Confirmed Code
Institutional Status UQ

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Created: Thu, 12 Nov 2009, 11:56:16 EST by Mr Andrew Martlew on behalf of School of Social Science