eprintid: 10043247 rev_number: 37 eprint_status: archive userid: 608 dir: disk0/10/04/32/47 datestamp: 2018-02-15 14:11:52 lastmod: 2020-05-19 16:57:30 status_changed: 2018-02-16 10:23:48 type: article metadata_visibility: show creators_name: Bloch, SJ creators_name: Antaki, C title: The Pivot Point between Problem Presentation and Advice in a Health Helpline Service ispublished: pub divisions: UCL divisions: A01 divisions: B02 divisions: C07 divisions: D05 divisions: F71 note: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions. abstract: This article examines interactions between callers to a health helpline and specialist nurses. Helpline call-takers must judge the appropriate moment to move from listening to the caller's problem to offering them the appropriate service. In a study of Parkinson's UK nurse call-takers, we find that the pivot is the point at which the caller reports the upshot of their trouble in terms of an impact on their daily life. Indeed, if the caller seems likely not to produce this upshot report, it is generated by the call-taker. Using the method of conversation analysis, we analyse how these upshot formulations are reached, and how the call-taker subsequently edits them to deliver a service that stays within their institutional guidelines. The findings contribute to sociological and clinical understandings about how health problems are framed and managed interactionally to reach a deliverable outcome for both participants in a helpline environment. date: 2019-08 date_type: published publisher: Oxford University Press official_url: https://doi.org/10.1093/applin/amy014 oa_status: green full_text_type: other language: eng primo: open primo_central: open_green verified: verified_manual elements_id: 1534637 doi: 10.1093/applin/amy014 lyricists_name: Bloch, Steven lyricists_id: SBLOC18 actors_name: Bloch, Steven actors_id: SBLOC18 actors_role: owner full_text_status: public publication: Applied Linguistics volume: 40 number: 4 pagerange: 699-716 citation: Bloch, SJ; Antaki, C; (2019) The Pivot Point between Problem Presentation and Advice in a Health Helpline Service. Applied Linguistics , 40 (4) pp. 699-716. 10.1093/applin/amy014 <https://doi.org/10.1093/applin%2Famy014>. Green open access document_url: https://discovery.ucl.ac.uk/id/eprint/10043247/7/Bloch%20and%20Antaki%20accepted%20pre-proof%202018.pdf