This article draws on fieldwork conducted with nurses in two sites of NHS Direct, the English tele-nursing service.Theoretically it has two objectives. Firstly to examine a group of professional workers in order to show how the discourse of work transformation associated with the call centre...

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 –...

Purpose – This paper aims to explore the introduction of teamwork in two health call centres, NHS Direct and NHS24, and intervenes in the emergent debate over teamwork in call centres. Although within the call centre work environment there is no obvious functional rationale for teamwork, teams...