"We are nurses, we are supposed to care for people”: Professional values among nurses in NHS Direct call centres

Chris Smith, Frank Mueller, Raffaella Valsecchi, Jonathan Gabe, Mary Ann Elston

Research output: Contribution to journalArticlepeer-review


This paper explores the interpretive negotiation of professional values by nurses working in a large public-sector organisation in the UK, namely the NHS Direct (NHSD). Reported are findings from a number of case studies of NHSD, undertaken in response to calls for more research into so-called professional call centre settings.
Original languageEnglish
Pages (from-to)2-16
Number of pages15
JournalNew Technology, Work and Employment
Issue number1-2
Early online date25 Jul 2008
Publication statusPublished - 2008

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