Caring for the patient, caring for the record: an ethnographic study of 'back office' work in upholding quality of care in general practice

© 2015 Swinglehurst and Greenhalgh; licensee BioMed Central. This is an Open Access article distributed under the terms of the Creative Commons Attribution License (http://creativecommons.org/licenses/by/4.0), which permits unrestricted use, distribution, and reproduction in any medium, provided the original work is properly credited. The Creative Commons Public Domain Dedication waiver (http://creativecommons.org/publicdomain/zero/1.0/) applies to the data made available in this article, unless otherwise stated.Additional file 1: Box 1. Field notes on summarising (Clover Surgery). Box 2. Extract of document prepared for GPs by summarisers at Clover Surgery. Box 3. Fieldnotes on coding incoming post, Clover (original notes edited for brevity).This work was funded by a research grant from the UK Medical Research Council (Healthcare Electronic Records in Organisations 07/133) and a National Institute of Health Research doctoral fellowship award for DS (RDA/03/07/076). The funders were not involved in the selection or analysis of data nor did they make any contribution to the content of the final manuscript

Co-existence or displacement : do street trials of intelligent vehicles test society?

This paper examines recent street tests of autonomous vehicles (AV) in the UK and makes the case for an experimental approach in the sociology of intelligent technology. In recent years intelligent vehicle testing has moved from the laboratory to the street, raising the question of whether technology trials equally constitute tests of society. To adequately address this question, I argue, we need to move beyond analytic frameworks developed in 1990s Science and Technology Studies, which stipulated "a social deficit" of both intelligent technology and technology testing. This diagnosis no longer provides an effective starting point for sociological analysis, as real-world tests of intelligent technology explicitly seek to bring social phenomena within the remit of technology testing. I propose that we examine instead whether and how the introduction of intelligent vehicles into the street involves the qualification and re-qualification of relations and dynamics between social actors. I develop this proposal through a discussion of a field study of AV street trials in three cities in the UK - London, Milton Keynes and Coventry. These urban trials were accompanied by the claim that automotive testing on the open road will enable cars to operate in tune with the social environment, and I show how iterations of street testing undo this proposition and compel its reformulation. Current test designs are limited by their narrow conception of sociality in terms of interaction between cars and other road users. They exclude from consideration the relational capacities of vehicles and human road users alike - their ability to co-exist on the open road. I conclude by making the case for methodological innovation in social studies of intelligent technology: by combining social research and design methods, we can re-purpose real-world test environments in order to elucidate social issues and dynamics raised by intelligent vehicles in society by experimental means, and, possibly, test society

Task analysis for error identification: Theory, method and validation

This paper presents the underlying theory of Task Analysis for Error Identification. The aim is to illustrate the development of a method that has been proposed for the evaluation of prototypical designs from the perspective of predicting human error. The paper presents the method applied to representative examples. The methodology is considered in terms of the various validation studies that have been conducted, and is discussed in the light of a specific case study

Searching for music: understanding the discovery, acquisition, processing and organization of music in a domestic setting for design

This series of studies make it clear that a wide range of both physical and digital resources are involved in domestic music consumption. The selection of digital resources is particularly evident, and it can be observed that domestic music consumption is a fragmented business, taking advantage of many different "channels'' for getting, using and preparing music. While there are not a series of common channels, each home displayed a variety of methods in respect to using metadata in multiple different modalities: regardless, the activities involved in getting, using and preparing music cohere through a noticeable, emergent set of workflows. We find that not only does metadata support searching, as one might expect, but also it pervades all parts of the workflow and is used in real-time as a reflexive artifact and in terms of its future perceived/prescribed use. The findings of the research raise a series of possibilities and issues that form the basis for understanding and designing for metadata use

Redefining innovation processes: The digital designers at work

As design in digital innovation has become a thing, we highlight the inconclusive concepts that describe design activity in innovation processes. Proposing an alternative theoretical lens - a sociomaterial practice lens - we claim that this view can reveal the contribution of digital designers to the work of innovation. This paper draws on a research study with digital designers in the UK. At the same time as we begin to reconceptualise the ways digital design activity can be described, we also illustrate a theoretical framework based on 1) action and knowing as ordered by collectively produced objects, 2) sociomateriality and the configuration of human bodies and materials in action, 3) the co-emergence of objects and sociomaterial configurations where each is the condition of the other. This alternative way of looking at design activity may pose some challenges to the theoretical traditions in the field. We however believe that it contains immense potential too

An Action-Based Approach to Presence: Foundations and Methods

This chapter presents an action-based approach to presence. It starts by briefly describing the theoretical and empirical foundations of this approach, formalized into three key notions of place/space, action and mediation. In the light of these notions, some common assumptions about presence are then questioned: assuming a neat distinction between virtual and real environments, taking for granted the contours of the mediated environment and considering presence as a purely personal state. Some possible research topics opened up by adopting action as a unit of analysis are illustrated. Finally, a case study on driving as a form of mediated presence is discussed, to provocatively illustrate the flexibility of this approach as a unified framework for presence in digital and physical environment

Understanding the role of objects in cross-disciplinary collaboration

In this paper we make a case for the use of multiple theoretical perspectives – theory on boundary objects, epistemic objects, cultural historical activity theory and objects as infrastructure - to understand the role of objects in cross-disciplinary collaboration. A pluralist approach highlights that objects perform at least three types of work in this context: they motivate collaboration; they allow participants to work across different types of boundaries; and they constitute the fundamental infrastructure of the activity. Building on the results of an empirical study we illustrate the insights that each theoretical lens affords into practices of collaboration and develop a novel analytical framework that organizes objects according to the active work they perform. Our framework can help shed new light on the phenomenon, especially with regards the shifting status of objects and sources of conflict (and change) in collaboration. After discussing these novel insights, we outline directions for future research stemming from a pluralist approach. We conclude by noting the managerial implications of our finding

Boundary objects and boundary crossing for numeracy teaching

In this paper, we share analysis of an episode of a pre-service teacher’s handling of a map artefact within his practicum teaching of ‘Mathematical Literacy’ in South Africa. Mathematical Literacy, as a post-compulsory phase subject in the South African curriculum, shares many of the aims of numeracy as described in the international literature— including approaches based on the inclusion of real life contexts and a trajectory geared towards work, life and citizenship. Our attention in this paper is focused specifically on artefacts at the boundary of mathematical and contextual activities. We use analysis of the empirical handling of artefacts cast as ‘boundary objects’ to argue the need for ‘boundary crossing’ between mathematical and contextual activities as a critical feature of numeracy teaching. We pay particular attention to the differing conventions and extents of applicability of rules associated with boundary artefacts when working with mathematical or contextual perspectives. Our findings suggest the need to consider boundary objects more seriously within numeracy teacher education, with specific attention to the ways in which they are configured on both sides of the boundary in order to deal effectively with explanations and interactions in classrooms aiming to promote numeracy

Embodied spatial practices and everyday organization: the work of tour guides and their audiences

This article introduces an interactional perspective to the analysis of organizational space. The study is based on the analysis of over 100 hours of video recordings of guided tours undertaken within two sites (an historic house and a world-famous museum), coupled with interviews and field observations. The analysis is informed by ethnomethodology and conversation analysis in order to focus on the everyday organization of these tours, and the lived experience of inhabiting museum spaces. We use an interactional lens to unpack the ‘embodied spatial practices’ critical to the work of tour guides and their audiences, which reveals how the sense and significance of the workspace emerges moment to moment, and in relation to the ongoing work at hand. As a result, for those with an interest in organizational space, the article introduces a novel perspective, and methods, to highlight the dynamic and interactional production of workspaces. Additionally, for those with an interest in practice, the article demonstrates the fundamental import of taking spatial arrangements seriously when analysing the organization of work