Developing a change program to address complex problems can appear overwhelming. This study presents how an inductive diagnostic technique known as convergent interviewing can provide a summary of the critical issues that could be addressed by a change program. A systems perspective is used to show how the issues raised by the diagnostic process can be targeted in order to have the most effect and be pragmatically implementable. The use of the tool is illustrated by analysing an employee problem that needs to be addressed in public services, the high rates of occupational violence against paramedics. The resulting inductive systems model can be used for diagnosis or for informing a variety of change interventions. Convergent interviews are relatively easy to use, powerful, and applicable to many situations. This tool is particularly useful for developing innovations regarding a specific problem, changes that could be a source of substantial public value.

Many paramedics are working under levels of fatigue that would warrant immediate removal from the workplaces in other industries and such high levels of fatigue indicate a work system that is not sustainable. Sustainable work systems (SWS) build on a sociotechnical systems approach to work redesign. To diagnose the key issues in a work system, and inform any redesign or interventions, a powerful diagnostic tool, such as convergent interviewing, may be helpful. Convergent interviewing was applied to a paramedic context, extending the standard sociotechnical systems approach to work and non-work systems. The inductive convergent interviewing process was able to encapsulate the complexity of the key issues associated with fatigue and recovery in the system that is the paramedics’ lives. The issues raised could then be used to inform system changes in a move toward more sustainable work practices for paramedics.

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This paper addresses the increasingly important issue of well‐being of Paramedics, the frontline of our health system, not least during a pandemic. Using e‐diaries, this research identifies the stress this workforce is under and the need to address these issues. We argue that the use of smart technologies is a critical advancement in helping identify well‐being issues in real time. In enabling this real‐time accumulation of data, the opportunity is created to immediately address and effectively respond to emerging issues. In doing this, human resources and management can negate potential burnout and turnover.