publication . Article . 2013

Improving ethnic monitoring for telephone-based healthcare: a conversation analytic study

Leydon, Geraldine M; Ekberg, Katie; Kelly, Moira; Drew, Paul;
Open Access English
  • Published: 01 Jun 2013 Journal: BMJ Open, volume 3, issue 6 (eissn: 2044-6055, Copyright policy)
  • Publisher: BMJ Publishing Group
Abstract
Objectives Medical and healthcare organisations—including the national cancer support and helpline organisation that is the subject of this study—are expected to collect and monitor information about the ethnicity of their client populations. Information about ethnicity is important for a variety of reasons, including monitoring need and targeting healthcare services appropriately. Previous survey and interview research has suggested that collecting ethnicity data from service users can be incomplete and of variable quality—pointing to a need for an improved understanding of the (interactional) difficulties involved when call-handlers ask callers about their eth...
Subjects
free text keywords: Health Services Research, 1684, 1694, Health Services Administration & Management, Qualitative Research, 1506, 1704, Research, 1725, Public Health, 1724
26 references, page 1 of 2

1 Great Britain Equality act 2010. Chapter 15. London: Stationery Office, 2010

2 Mathur R Grundy E Smeeth L Availability and use of UK based ethnicity data for health research. National Centre for Research Methods Working Paper, 2013:4–5 http://eprints.ncrm.ac.uk/3040/ (accessed 28 Mar 2013).

3 Raleigh V Collection of data on ethnic origin in England. BMJ 2008;337:645–6

4 Hull SA Mathur R Badrick E Recording ethnicity in primary care: assessing the methods and impact. Br J Gen Pract 2011;61:290–4

5 Jack RH Linklater KM Hofman D BMC Public Health 2006;6:281 17096838 [OpenAIRE] [PubMed]

6 Lawrenson R Leydon G Freeman G Are we providing for ethnic diversity in accident and emergency (A & E) departments?Ethn Health 1998;3:117–23 9673468 [PubMed]

7 Pringle M Rothera I Ethnic group data collection in primary care: problems and solutions. Nottingham: University of Nottingham Medical School, 1995

8 Kljakovic M Is it easy collecting ethnicity data in general practice?N Z Med J 1993;106:103–4 8474716 [PubMed]

9 Fulton R Ethnic monitoring: is health equality possible without it? Better health briefing 21. London: Race Equality Foundation, 2010

10 National statistics Ethnic group statistics: a guide for the collection and classification of ethnicity data. Norwich: HMSO, 2003

11 Aspinall P Operationalising the collection of ethnicity data in studies of the sociology of health and illness. Sociol Health Illn 2001;23:829–62 [OpenAIRE]

12 Bhopal RS Ethnicity, race and health in multicultural societies: foundations for better epidemiology, public health and health care. Oxford: Oxford University Press, 2007

13 Aspinall PJ Jacobson B Why poor quality of ethnicity data should not preclude its use for identifying disparities in health and healthcare. Qual Saf Health Care 2007;16:176–80 p. 176 17545342 [OpenAIRE] [PubMed]

14 Wilkinson S Constructing ethnicity statistics in talk-in-interaction: producing the ‘White European’. Discourse Soc 2011;22:343–61

15 Wilkinson S Improving ethnic monitoring on a telephone helpline. In: Antaki C, ed. Applied conversation analysis: intervention and change in institutional talk. Basingstoke: Palgrave Macmillan, 2011:75–97

26 references, page 1 of 2
Abstract
Objectives Medical and healthcare organisations—including the national cancer support and helpline organisation that is the subject of this study—are expected to collect and monitor information about the ethnicity of their client populations. Information about ethnicity is important for a variety of reasons, including monitoring need and targeting healthcare services appropriately. Previous survey and interview research has suggested that collecting ethnicity data from service users can be incomplete and of variable quality—pointing to a need for an improved understanding of the (interactional) difficulties involved when call-handlers ask callers about their eth...
Subjects
free text keywords: Health Services Research, 1684, 1694, Health Services Administration & Management, Qualitative Research, 1506, 1704, Research, 1725, Public Health, 1724
26 references, page 1 of 2

1 Great Britain Equality act 2010. Chapter 15. London: Stationery Office, 2010

2 Mathur R Grundy E Smeeth L Availability and use of UK based ethnicity data for health research. National Centre for Research Methods Working Paper, 2013:4–5 http://eprints.ncrm.ac.uk/3040/ (accessed 28 Mar 2013).

3 Raleigh V Collection of data on ethnic origin in England. BMJ 2008;337:645–6

4 Hull SA Mathur R Badrick E Recording ethnicity in primary care: assessing the methods and impact. Br J Gen Pract 2011;61:290–4

5 Jack RH Linklater KM Hofman D BMC Public Health 2006;6:281 17096838 [OpenAIRE] [PubMed]

6 Lawrenson R Leydon G Freeman G Are we providing for ethnic diversity in accident and emergency (A & E) departments?Ethn Health 1998;3:117–23 9673468 [PubMed]

7 Pringle M Rothera I Ethnic group data collection in primary care: problems and solutions. Nottingham: University of Nottingham Medical School, 1995

8 Kljakovic M Is it easy collecting ethnicity data in general practice?N Z Med J 1993;106:103–4 8474716 [PubMed]

9 Fulton R Ethnic monitoring: is health equality possible without it? Better health briefing 21. London: Race Equality Foundation, 2010

10 National statistics Ethnic group statistics: a guide for the collection and classification of ethnicity data. Norwich: HMSO, 2003

11 Aspinall P Operationalising the collection of ethnicity data in studies of the sociology of health and illness. Sociol Health Illn 2001;23:829–62 [OpenAIRE]

12 Bhopal RS Ethnicity, race and health in multicultural societies: foundations for better epidemiology, public health and health care. Oxford: Oxford University Press, 2007

13 Aspinall PJ Jacobson B Why poor quality of ethnicity data should not preclude its use for identifying disparities in health and healthcare. Qual Saf Health Care 2007;16:176–80 p. 176 17545342 [OpenAIRE] [PubMed]

14 Wilkinson S Constructing ethnicity statistics in talk-in-interaction: producing the ‘White European’. Discourse Soc 2011;22:343–61

15 Wilkinson S Improving ethnic monitoring on a telephone helpline. In: Antaki C, ed. Applied conversation analysis: intervention and change in institutional talk. Basingstoke: Palgrave Macmillan, 2011:75–97

26 references, page 1 of 2
Powered by OpenAIRE Open Research Graph
Any information missing or wrong?Report an Issue