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