Jill Pooler

Teaching interests

Communication between health professionals and their patients/clients.

Remote access to health care and telephone and computer mediated health care.

Teaching and supervising research.

 

 

 

Research interests

Health Professional-patient/client interaction across disciplines and health care settings.

My PhD was a conversation analytic investigation of the social organisation of talk in telephone and computer-mediated calls to NHS Direct, a telephone health helpline in England.  The results draw attention to the complexities of telephone and computer-mediated help in which nurses and callers must design their talk to take account of the CAS (Clinical Assessment System) as a 'third party'. Analysis reveals that nurses typically orient to the CAS output as potentially troublesome. First nurses regularly deviate from and modify CAS prompted questions which works to 'cushion' the system and build rapport between the nurse and the caller. Second nurses regularly simultaneously produce and labour to deny hearably candidate diagnoses. Third callers regularly respond to the CAS produced disposition as dispreferred. In conclusion, this research has revealed how nurses and callers employ a range of interactional practices which work to skilfully tailor and fashion 'embodied help' from an otherwise disembodied CAS technical system. Thus, we can observe nurses and callers artfully displaying through talk the ordinary practical methods for accomplishing telephone and computer-mediated help in this setting.

You can download the thesis here: https://dspace.lboro.ac.uk/dspace-jspui/handle/2134/6095

Research Group: Conversation Analytic Research Plymouth (CARP)

We are a group of staff and doctoral researchers across a number of different faculties who meet for weekly Conversation Analytic data sessions on Wednesday mornings 10.15am-12pm in the Portland Square Building at the University of Plymouth. Please contact Becky Barnes if you would like a copy of our schedule or to visit our group:

E-mail: rebecca.barnes@pms.ac.uk

 

UoP Research group membership

Health 

Other research

Other Research

I am currently a Research Fellow (2011) at the Peninsula College of Medicine and Dentistry, South West Improving Access to Psychological Therapies (IAPT) Evaluation Study

Co Applicant ESRC Grant application (2008). Project: Older People in Rural Areas: An Interdisciplinary Exploration of Their Connectivity in Civil Society. WP6: Connecting Stakeholders in Rural Ageing (£50k)Collaborators: R. Jones, F. Reid, G. Giarchi, I. Maramba, Jill Pooler (Plymouth), S. Evans (UWE)

Lead Researcher (Nov 2006-June 2007) University of Plymouth and Plymouth Teaching Primary Care Trust Public Health Development Unit (PHDU), . A study commissioned by  the PHDU on behalf of the Health Theme Group of the Local Strategic Partnership, to scope the sustainability of fixed term funded projects within the city that target public health and health inequalities.

Research Assistant (2002)-University of Southampton. I was part of a research team conducting a national evaluation of the 18-month Diploma and 3-year Degree pathway Midwifery Training. I was involved in conducting focus groups with Midwifery Students and Assessors of Practice for Student Midwives and Teachers.

Research Fellow (2000)-University of Southampton. A study commissioned by the West and Test Primary Care Group (PCG) to review the practice nursing resource within the PCG in order to inform workforce planning as it moved towards Primary Care Trust status. This was a combined study using qualitative and quantitative methods methods and involved a time and motion study, individual interviews and questionnaire.

MSc (1997)-University of Exeter.A quantitative retrospective cohort study on the use of secondary care by babies discharged from neonatal intensive care and followed-up at home by a neonatal outreach service.

 

Grants & contracts

Plymouth Teaching Primary Care Trust Public Health Development Unit commissioned study: 'Reducing Health Inequalities in Plymouth'. £1000. Nov 2006-June 2007. Jill Pooler, Professor Catherine Hennessy, Margaret Wade.

University of Southampton PhD Studentship (2000). £45,000

NHS Executive Research Placement Scheme Award (2000). £11,650. University of Southampton.

 

Publications

Pooler, J (2010) "Technology and Talk in calls to NHS Direct" Unpublished PhD Thesis-Social Sciences, Loughborough University. https://dspace.lboro.ac.uk/dspace-jspui/handle/2134/6095

Pooler, J (2010) Managing the Diagnostic Space: Interactional dilemmas in calls to NHS Direct in Ethnographies of Diagnostic Work, Buscher, M., Goodwin, D., Mesman, J. Basingstoke. Palgrave Macmillan.

Pooler, J. (2006). Book Review 'Wager, E (2005) Getting Research Published: An A-Z of publication strategy.' Radcliffe Publishing. Oxon. ISBN 1857756878. Wessex Research Network (WReN)  Newsletter.

Locke, J. (2002). Book Review 'Gillies, A (2002). Using Research in Primary Care: A Workbook for Health Professionals.' Radcliffe Medical Press. ISBN 1 85775 936 2. Wessex Research Network (WReN)  Newsletter.

Latter, S, Lattimer, V, Locke, J, Reading, S, Westwood, G. (2001) West and Test Primary Care Group Practice Nurse Review. Commissioned by West and Test Primary Care Group.  School of Nursing and Midwifery, University of Southampton.

Locke, J. (2000) NHS Direct - Child Protection 'A Guide for Good Practice' Undertaken on behalf of the DoH NHS Direct Central Project Team.

Locke, J. and Lambell, P. (1999). Quality and NHS Direct - Research and Audit Strategy and Programme. NHS Direct- Westcountry.

Locke, J. (1998) Managers Handbook. Drafted for Plymouth Community Trust.

Locke, J. Integrated Primary Care: A Strategy for Health Visiting in one GP Practice. (1996). Plymouth Community Trust.

Pooler, J (1997) “Neonatal Outreach: A retrospective cohort study on the use of secondary care by babies discharged from neonatal intensive care and followed-up at home by a neonatal outreach service" Unpublished MastersThesis.

 

Other academic activities
Chair of University of Plymouth, Faculty of Health and Social Work, Students Ethics Committee (2007-2008)

External reviewer for the ESRC UK, Research Grants Board. Project: The social well being of older people: collaborating in conversation (2007).

External reviewer for West Midlands Regional Office Research and Development Directorate NHS Executive, NHS Direct Skill Mix Project (1999). Tender proposals for study into a Review of Skill Mix Requirements for  Nurse - Led NHS Direct Telephone Advice Line.
 

Additional information

Conference Papers/Posters 
Conversation Analysis and Clinical Encounters (2007) University of Exeter, UK. Managing the Diagnostic Space in call to NHS Direct. 16-18 July.

Ethnographies of Diagnostic Work (2007): Lancaster University UK.
Managing the diagnostic space: Interactional dilemmas in calls to a telephone health help line. 16-18 April.

International Conference on Conversation Analysis (ICCA) (2006) Conference Paper ‘Dilemmas of diagnosis in calls to a telephone health help line in the UK. ‘ Helsinki, Finland. 10-14 May.

International Institute for Ethnomethodology and Conversation Analysis (IIEMCA) (2005)    Conference Paper 'Dilemmas of diagnosis in calls to a telephone health help line' Boston Massachusetts, USA. 6-9 Aug.

School of Nursing and Midwifery (SoNaM) (2002) Jubillee Conference Poster presentation 'Nurse caller interaction during calls to a telephone health help line' University of Southampton.

Faculty of Medicine Health & Biol. Sciences (2002) Conference Poster presentation 'Nurse caller interaction during calls to a telephone health help line' University of Southampton.

European Association of Communication in Health Care (EACH) (2002) Bi-Annual Conference Poster presentation 'Nurse caller interaction during calls to a telephone health help line'.

Wessex Research Network (WReN) (2002) Annual Conference-ViPer Presentation 'Nurse caller interaction during calls to a telephone health help line'.

Southampton and Hampshire Practice Nurse Conference (2001) ‘Practice Nursing: What about the Future?’.

Presentations to the National Audit Steering Group; Clinical Governance Committee and South West Audit Network (SWANs) 'The NHS Direct Westcountry-Audit Programme and Strategy 1999.'  01.08.99/18.11.99/16.01.00