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The Pivot Point between Problem Presentation and Advice in a Health Helpline Service

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. Green open access

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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.

Type: Article
Title: The Pivot Point between Problem Presentation and Advice in a Health Helpline Service
Open access status: An open access version is available from UCL Discovery
DOI: 10.1093/applin/amy014
Publisher version: https://doi.org/10.1093/applin/amy014
Language: English
Additional information: This version is the author accepted manuscript. For information on re-use, please refer to the publisher’s terms and conditions.
UCL classification: UCL
UCL > Provost and Vice Provost Offices
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences
UCL > Provost and Vice Provost Offices > School of Life and Medical Sciences > Faculty of Brain Sciences > Div of Psychology and Lang Sciences > Language and Cognition
URI: https://discovery.ucl.ac.uk/id/eprint/10043247
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