An extra pair of hands? A case study of the introduction of support workers in community mental health teams for older adults

Abstract

Background: Despite the expanding deployment of support workers in mental health services, little evidence exists on what managers and professional practitioners should expect of such staff in community settings.

Aims: This case study evaluated the introduction of support workers in community mental health teams for older adults.

Method: A multiple method design engaged support workers and professional colleagues in individual interviews, a focus group and a work satisfaction survey.

Results: While the new resource boosted service provision, disparity between the intended role and the assumptions of professional practitioners caused confusion and dissatisfaction.

Conclusions: The study highlights the need for managers to ensure role clarity when non-professional workers are introduced into multidisciplinary community teams.

Implications for nursing management: Promoting diversity of skills in the mental health workforce is a progressive move in tuning services to the heterogenous needs of clients in the community. However, introducing unqualified workers into multi-disciplinary teams necessitates clear guidance to prevent their activity being confined within existing professional models. Support workers offer much potential in innovative service delivery.