Addressing the learning and development needs of the NHS support workforce: a qualitative study of what helps and hinders

Background/Aims This study aimed to gain a deeper understanding of the career aspirations and learning needs of NHS support staff and to explore the factors that encourage or prevent them from developing their careers. Methods A qualitative interview study was conducted with staff working in the NHS support workforce in Scotland, comprising business and administration, estates and facilities roles. Semi-structured interviews were conducted via telephone with 41 staff members from two health boards in 2023–24. Data were analysed using a theoretical thematic analysis approach, with open coding. Data coding and categorisation were undertaken using NVivo 12 software. Results Four main themes were identified: career aspirations; learning needs; enablers of learning and development; barriers to learning and development. Participants had undertaken a large amount of training, but several learning needs remained, especially relating to digital skills, project management, leadership, people skills and presentation skills. Enablers of learning and development included: clarity about the skills and qualifications required to progress; managerial support; positive role models; protected time and/or funding; and thorough job inductions. Barriers to development included: a lack of structured plans for learning and development; lack of availability of courses; lack of managerial support; and limited time and budgets for training. Conclusions The NHS support workforce face challenges in developing their skills and careers. Managerial support for development is crucial, highlighting the need for managers to undergo leadership and mentoring training to help them develop their teams. Every role needs clear objectives; staff should know what is required to progress and suitable training should be provided to facilitate this. Implications for practice Where possible, protected time and space for learning should be provided, as well as the promotion of flexible, hybrid and part-time working and recognition of previous learning, to help recruit and retain staff. Focusing on succession planning, as well as encouraging experienced staff to stay in their posts, should be a priority in NHS support services.