UCL Discovery
UCL home » Library Services » Electronic resources » UCL Discovery

Advising without personalising: How a helpline may satisfy callers without giving medical advice beyond its remit

Antaki, C; Bloch, S; (2020) Advising without personalising: How a helpline may satisfy callers without giving medical advice beyond its remit. Sociology of Health and Illness: a journal of medical sociology , 42 (5) pp. 1202-1219. 10.1111/1467-9566.13088.

[img] Text
SHI-00325-2019.R1_Proof_hi.pdf - Accepted version
Access restricted to UCL open access staff until 19 April 2021.

Download (277kB)

Abstract

Callers to telephone helplines often seek advice beyond the authorisation of those staffing the service. On health-helplines, this poses a problem to the call-taker. How do they manage the dilemma between, on the one hand, exceeding their competence and authority to give medical advice, and, on the other, leaving the caller unsatisfied with the service? We offer a framework in which to set newly identified practices along with those identified in previous studies. Using a set of calls to a medical help-line run by Parkinson's UK, we show that the call-taker manages the problem by (a) only suggesting courses of action highly marked for impersonality or contingency (displaying a "low deontic stance", Stevanovic and Peräkylä, 2012), and (b) limiting the interactional risks of tailoring the advice to callers' personal circumstances. We show how our suggested framework of "advising without personalising" may guide research into the difficult job of delivering advice where the service-provider must observe a limit on what they can say.

Type: Article
Title: Advising without personalising: How a helpline may satisfy callers without giving medical advice beyond its remit
DOI: 10.1111/1467-9566.13088
Publisher version: https://doi.org/10.1111/1467-9566.13088
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.
Keywords: Parkinson's disease, telephone helplines, advice, conversation analysis, specialist nurse
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/10092713
Downloads since deposit
1Download
Download activity - last month
Download activity - last 12 months
Downloads by country - last 12 months

Archive Staff Only

View Item View Item