A conceptual model of urgent care sense-making and help-seeking: a qualitative interview study of urgent care users in England

Research output: Contribution to journalArticle

Standard

A conceptual model of urgent care sense-making and help-seeking : a qualitative interview study of urgent care users in England. / Turnbull, Joanne ; Pope, Catherine ; Prichard, Jane ; McKenna, Gemma; Rogers, Anne .

In: BMC Health Services Research, Vol. 19, No. 481, 12.07.2019, p. 1-12.

Research output: Contribution to journalArticle

Harvard

APA

Vancouver

Author

Turnbull, Joanne ; Pope, Catherine ; Prichard, Jane ; McKenna, Gemma ; Rogers, Anne . / A conceptual model of urgent care sense-making and help-seeking : a qualitative interview study of urgent care users in England. In: BMC Health Services Research. 2019 ; Vol. 19, No. 481. pp. 1-12.

Bibtex

@article{debe447814674321912dde600e8aa282,
title = "A conceptual model of urgent care sense-making and help-seeking: a qualitative interview study of urgent care users in England",
abstract = "BackgroundTheoretical models have sought to comprehend and conceptualise how people seek help from health professionals but it is unclear if such models apply to urgent care. Much previous research does not explain the complex interactions that influence how people make sense of urgent care and how this shapes service use. This paper aims to conceptualise the complexity of sense-making and help-seeking behaviour in peoples{\textquoteright} everyday evaluations of when and how to access modern urgent care provision. MethodsThis study comprised longitudinal semi-structured interviews undertaken in the South of England. We purposively sampled participants 75+, 18–26 years, and from East/Central Europe (sub-sample of 41 received a second interview at + 6–12 months). Framework analysis was thematic and comparative. ResultsThe amount and nature of the effort (work) undertaken to make sense of urgent care was an overarching theme of the analysis. We distinguished three distinct types of work: illness work, moral work and navigation work. These take place at an individual level but are also shared or delegated across social networks and shaped by social context and time. We have developed a conceptual model that shows how people make sense of urgent care through work which then influences help-seeking decisions and action. Conclusions There are important intersections between individual work and their social networks, further shaped by social context and time, to influence help-seeking. Recognising different, hidden or additional work for some groups may help design and configure services to support patient work in understanding and navigating urgent care.",
keywords = "healthcare service, healthcare utilization, help-seeking, patient work, qualitative methods, sense-making, urgent care",
author = "Joanne Turnbull and Catherine Pope and Jane Prichard and Gemma McKenna and Anne Rogers",
year = "2019",
month = jul
day = "12",
doi = "10.1186/s12913-019-4332-6",
language = "English",
volume = "19",
pages = "1--12",
journal = "BMC Health Services Research",
issn = "1472-6963",
publisher = "Springer",
number = "481",

}

RIS

TY - JOUR

T1 - A conceptual model of urgent care sense-making and help-seeking

T2 - a qualitative interview study of urgent care users in England

AU - Turnbull, Joanne

AU - Pope, Catherine

AU - Prichard, Jane

AU - McKenna, Gemma

AU - Rogers, Anne

PY - 2019/7/12

Y1 - 2019/7/12

N2 - BackgroundTheoretical models have sought to comprehend and conceptualise how people seek help from health professionals but it is unclear if such models apply to urgent care. Much previous research does not explain the complex interactions that influence how people make sense of urgent care and how this shapes service use. This paper aims to conceptualise the complexity of sense-making and help-seeking behaviour in peoples’ everyday evaluations of when and how to access modern urgent care provision. MethodsThis study comprised longitudinal semi-structured interviews undertaken in the South of England. We purposively sampled participants 75+, 18–26 years, and from East/Central Europe (sub-sample of 41 received a second interview at + 6–12 months). Framework analysis was thematic and comparative. ResultsThe amount and nature of the effort (work) undertaken to make sense of urgent care was an overarching theme of the analysis. We distinguished three distinct types of work: illness work, moral work and navigation work. These take place at an individual level but are also shared or delegated across social networks and shaped by social context and time. We have developed a conceptual model that shows how people make sense of urgent care through work which then influences help-seeking decisions and action. Conclusions There are important intersections between individual work and their social networks, further shaped by social context and time, to influence help-seeking. Recognising different, hidden or additional work for some groups may help design and configure services to support patient work in understanding and navigating urgent care.

AB - BackgroundTheoretical models have sought to comprehend and conceptualise how people seek help from health professionals but it is unclear if such models apply to urgent care. Much previous research does not explain the complex interactions that influence how people make sense of urgent care and how this shapes service use. This paper aims to conceptualise the complexity of sense-making and help-seeking behaviour in peoples’ everyday evaluations of when and how to access modern urgent care provision. MethodsThis study comprised longitudinal semi-structured interviews undertaken in the South of England. We purposively sampled participants 75+, 18–26 years, and from East/Central Europe (sub-sample of 41 received a second interview at + 6–12 months). Framework analysis was thematic and comparative. ResultsThe amount and nature of the effort (work) undertaken to make sense of urgent care was an overarching theme of the analysis. We distinguished three distinct types of work: illness work, moral work and navigation work. These take place at an individual level but are also shared or delegated across social networks and shaped by social context and time. We have developed a conceptual model that shows how people make sense of urgent care through work which then influences help-seeking decisions and action. Conclusions There are important intersections between individual work and their social networks, further shaped by social context and time, to influence help-seeking. Recognising different, hidden or additional work for some groups may help design and configure services to support patient work in understanding and navigating urgent care.

KW - healthcare service

KW - healthcare utilization

KW - help-seeking

KW - patient work

KW - qualitative methods

KW - sense-making

KW - urgent care

UR - http://www.scopus.com/inward/record.url?scp=85068959271&partnerID=8YFLogxK

U2 - 10.1186/s12913-019-4332-6

DO - 10.1186/s12913-019-4332-6

M3 - Article

VL - 19

SP - 1

EP - 12

JO - BMC Health Services Research

JF - BMC Health Services Research

SN - 1472-6963

IS - 481

ER -