Leading through the pandemic: Experiences of diagnostic radiography middle managers during the COVID-19 pandemic.

BACKGROUND: Seven years since the onset of the global coronavirus disease 2019 (COVID-19) pandemic, healthcare delivery, particularly within radiology and imaging services, has been reshaped. Amid the surge of COVID-19 infection rates, diagnostic radiography middle managers (DRMMs) were tasked with implementing new protocols, managing increased imaging demands and leading teams through uncharted territory. The exposed gaps in middle management crisis preparedness during the global health emergency highlighted the need for support structures within the imaging sector. AIM: This article focuses on the experiences of DRMMs during the COVID-19 pandemic and the management strategies they applied in response to the global health emergency. SETTING: The study was conducted at a private radiology practice operating at various imaging branches in the Western Cape and KwaZulu-Natal in South Africa. METHODS: A qualitative study was conducted using a case study design. Eleven DRMMs were recruited through purposive sampling. Semi-structured interviews were conducted and recorded via the Zoom online platform. Manual coding was performed, and the data were analysed using thematic analysis. RESULTS: Three main themes were identified: adapting to change, challenging environment and managerial growth amid the pandemic. The DRMMs expressed the various operational management challenges they experienced, the uncertainties and doubts they had to navigate and the new skills and abilities they developed. CONCLUSION: The study participants experienced feeling out of control and unprepared at the start of the pandemic, but they surmounted the difficulties and grew from the experience. The recommended frameworks are designed to provide support to DRMMs during future global health emergencies. CONTRIBUTION: The study demonstrated that better-structured support mechanisms for DRMMs should be in place to safeguard radiology staff members from potential adverse effects.