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Exploring interactions between telephone advice-line callers and specialist nurses: a Parkinson’s UK advice-line pilot study (2011-2012)
Parkinson’s UK is the main charity representing the needs of approximately 120,000 people with Parkinson’s Disease and their families throughout the UK. Its telephone helpline is operated by trained advisers, including specialist Parkinson's disease nurses, who provide information, support and advice on a range of aspects including medical and health issues. In 2010 Parkinson’s UK received nearly18,000 enquiriesthe majority of which comprised direct calls to their helpline service.
This pilot study will investigate a small sample of phone calls between people seeking advice and a specialist nurse. Using the methods and principles of Conversation Analysis (CA) the calls will be transcribed and analysed for features of interaction that reveal how callers and advisors manage the process of advice seeking and advice giving.
The preliminary results will be used to develop a more comprehensive study investigating the processes of third-sector health advice-line interactions