Purpose – The purpose of this article is to assess whether tele-nursing in Scotland (NHS24), when
compared with traditional face-to-face nursing, facilitates greater employee control over working time
and therefore a potentially better work-life balance.
Design/methodology/approach – The article draws on evidence from two independent research
projects; a survey of 64 ward nurses and midwives, which involved face-to-face interviews; and a field
study of tele-nursing in a large site in Scotland, using interviews and observations of 15 nurse advisors
or tele-nurses.
Findings – Three elements of work organisation are central in shaping nurses’ working hours and
their control over the balance between their work and their home life: the management of working
hours; the degree of mutual dependency of nurses within teams; and the nature of patient care.
Research limitations/implications – The two pieces of research reported offer a strong basis for
comparative study. However, the two projects were designed independently, though research
questions overlapped and one researcher conducted the field work in both settings; there is an
imbalance in the number of interviews conducted in each setting; and the nurse advisor interviewees
are of the same clinical grade, whereas a variety of grades and clinical areas are represented among the
hospital nurse interviewees.
Originality/value – This is the first study of work-life balance amongst tele-nurses. The research
demonstrates that call centre work has rationalised, depersonalised and yet enabled more “control” by
nurses over their work-life balance, while paradoxically offering less autonomy in their task
environment. In conventional work settings professional values make it difficult for nurses to
disengage from the workplace.