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

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

Methods: this 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.

Results: the 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.
1472-6963
1-12
Turnbull, Joanne
c9480b0e-ad76-481c-8110-5936744c8e71
Pope, Catherine J
21ae1290-0838-4245-adcf-6f901a0d4607
Prichard, Jane
64ba5e39-0b0f-4529-877f-aa6ecc7e7e2e
Mckenna, Gemma
8ae50c08-6ff0-44de-aa7b-cbf26a60e98d
Rogers, Anne
105eeebc-1899-4850-950e-385a51738eb7
Turnbull, Joanne
c9480b0e-ad76-481c-8110-5936744c8e71
Pope, Catherine J
21ae1290-0838-4245-adcf-6f901a0d4607
Prichard, Jane
64ba5e39-0b0f-4529-877f-aa6ecc7e7e2e
Mckenna, Gemma
8ae50c08-6ff0-44de-aa7b-cbf26a60e98d
Rogers, Anne
105eeebc-1899-4850-950e-385a51738eb7

Turnbull, Joanne, Pope, Catherine J, Prichard, Jane, Mckenna, Gemma and Rogers, Anne (2019) A conceptual model of urgent care sense-making and help-seeking:: a qualitative interview study of urgent care users in England. BMC Health Services Research, 19 (481), 1-12. (doi:10.1186/s12913-019-4332-6).

Record type: Article

Abstract

Background: theoretical 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.

Methods: this 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.

Results: the 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.

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A conceptual model of urgent care sense-making and help-seeking a qualitative interview study of urgent care users in England - Accepted Manuscript
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More information

Accepted/In Press date: 8 July 2019
e-pub ahead of print date: 12 July 2019

Identifiers

Local EPrints ID: 432678
URI: https://eprints.soton.ac.uk/id/eprint/432678
ISSN: 1472-6963
PURE UUID: 927d950b-2f10-46b8-a86c-da72ef90101b
ORCID for Catherine J Pope: ORCID iD orcid.org/0000-0002-8935-6702
ORCID for Jane Prichard: ORCID iD orcid.org/0000-0001-7455-2244

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Date deposited: 24 Jul 2019 16:30
Last modified: 20 Sep 2019 00:38

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