The concept of the 'key-worker role' within paediatric haematology and oncology services is recognised in the UK through inclusion in published policies and guidance. Such guidance originates from both statutory and voluntary sector organisations. Within the policy direction itself, references are made to both 'designated' and 'non-designated' key workers, and there remains ongoing confusion within the professional field about the exact nature of the process of 'key-working' and how this should operate. This confusion therefore also exists for parents, carers and service users. The project described here aimed to examine the concept of the key-worker role through consultation with users as part of local service development. Focus group discussion was identified as the methodology of choice. Careful planning and delivery ensured that meaningful data emerged. Active participation by those attending the focus group discussion was observed. The focus group was in two sessions, both of which were digitally recorded and transcribed, with contemporaneous notes taken. These were subjected to thematic analysis and clear themes emerged regarding the importance of terminology, communication, skill mix and the use of technology. This local project achieved greater clarity about how to develop the key-worker role to best meet the needs of users through highlighting the need to include both the key-worker role, and the process of key-working. It is concluded that the use of focus groups is both a valid and valuable mechanism of consultation, as user consultation regarding service design and evaluation of care delivered is high on the wider agenda of the NHS.
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