‘What is Your Job?’: A Qualitative Analysis of the Deployment, Utilisation, and Contribution of Support Workers in Diagnostic Imaging Services in England

Support workers (SWs) form the largest section of the NHS workforce, and the ongoing NHS workforce crisis underscores the need for their efficient utilisation. This study explored the deployment of imaging SWs within NHS radiology departments in England, forming part of a larger multiphase research project funded by the National Institute for Health Research (NIHR). It involved multi‐centre case studies across nine radiology departments, employing a thematic analysis of focus groups and interviews with a range of radiology staff, including SWs themselves (n = 113). Results showed that recruitment of SWs was generally not challenging, however, retention was variable potentially due to limited opportunities for career progression and a lack of role understanding. Deployment strategies varied significantly across sites, which sometimes influenced SW effectiveness and were often selected for service need rather than SW development. Role scope was often unclear and training inconsistent which may exacerbate poor role understanding, and the lack of clear career pathways outside of professional registration conflicted with SWs' strong desire for progression. SWs are highly valued, crucial to operational efficiency and excellent patient care. Efficient deployment of SWs within NHS radiology services is crucial for alleviating workforce shortages and improving service delivery, however, this is impeded by the variability in role definition and deployment practices evidenced in this study. Standardising role titles, responsibilities, and training, and creating clear progression pathways could help to fully harness the capabilities of SWs in healthcare settings. National frameworks offer recommendations for standardisation, but this study suggests implementation remains inconsistent or delayed.

What is it about?

The study explored the deployment of imaging support workers (SWs) within NHS radiology departments in England as part of a larger research project funded by the National Institute for Health Research (NIHR). It employed a multi-centre qualitative case study approach across nine radiology departments, utilising thematic analysis of focus groups and interviews with 113 radiology staff, including SWs. The principal finding was the significant variation in role titles, deployment, training, and career progression opportunities for SWs across different sites. Recruitment of SWs was generally not challenging, but retention was variable due to limited opportunities for career progression and a lack of role understanding. The study highlighted that SWs are crucial to operational efficiency and patient care but are often underutilised due to inconsistent deployment practices. It suggested that standardising role titles, responsibilities, and training, as well as creating clear progression pathways, could better utilise SWs and alleviate workforce shortages. The study concludes that further research is needed to determine optimal deployment models for SWs across Allied Health Professions.

Why is it important?

This study is important as it addresses the pressing workforce crisis within the NHS by focusing on the efficient utilisation of support workers (SWs) in radiology departments. It highlights the critical role SWs play in maintaining operational efficiency and delivering excellent patient care, emphasising the necessity for clear role definitions and career progression pathways. By identifying inconsistencies in SW deployment and training, the research underscores the potential for standardisation to alleviate workforce shortages and enhance service delivery, offering valuable insights for healthcare policy and management.

Key Takeaways:

1. Variable Deployment Strategies: The study reveals significant variability in the deployment strategies of imaging SWs across different radiology departments, with decisions often driven by immediate service needs rather than SW development, impacting their effectiveness.

2. Career Progression Challenges: Limited opportunities for career advancement within SW roles contribute to high turnover rates, as SWs face unclear career pathways and a lack of professional identity, which may deter long-term retention.

3. Need for Standardisation: The research suggests that standardising role titles, responsibilities, and training, along with establishing clear progression pathways, could enhance the capabilities of SWs, thereby improving overall healthcare service efficiency and addressing workforce shortages.