In 2018, Sophie completed an ESRC-funded MSc in Social Sciences Research (Communication and Media) at Loughborough University. Her dissertation used conversation analysis to explore how patients and receptionists navigate patients’ eligibility and entitlement to services, in telephone calls to GP practices. She was awarded the Social Sciences Postgraduate Programme and Dissertation Prize.
Using a conversation analytic approach, Sophie's PhD looks at receptionist-led triage in patients’ calls to GP practices. She is interested in how receptionists allocate these resources appropriately and determine the order of treatment of patients and whether different ways of doing so lead to different outcomes.