Read each changing scenario. Analyze the scenario highlighting the change and why there would be resistance to it. Next, compare each scenario against the theories (tools) of organizational change management listed below and select the one most appropriate one for this situation. You may select more than one change management tool for a scenario and justify each selection. Change management tools may be used more than once.
Respond by numbering each scenario (Scenario 1) and answering the questions posed above in complete sentences. Your analysis and justifications should be thorough and in-depth. It is not necessary to re-type the questions.
- Scenario 1: Merger and layoffs ABC Hospital in South Haven is merging with DEF Hospital in an adjacent town. The hospitals are comparable in size. While negotiating the merger, the Board of Directors realize that while the work processes for the clinical staff will remain stable with no layoffs for clinicians, there will have to be layoffs in non-clinical departments such as human resources, finance, administration, and health information management. In addition to the projected layoffs, both clinical and non-clinical departments will be expected to merge the policies and procedures of their departments into a single, cohesive entity. What change management technique do you use to get to resolve this situation?
- Scenario 2: Food Service. You are the HIM Director at ABC Hospital. ABC has just contracted with a new food service company to provide meals for both patients and the employee cafeteria. In addition to the hospital cafeteria, the facility also has a small snack bar operated by a local restaurant. This snack bar is open to visitors and staff serving hamburgers, sandwiches, and desserts. This snack bar is operated primarily for the benefit of families and hospital visitors, but employees have taken to using it on breaks for ice cream desserts or a quick burger. The new food service contract includes a clause that requires employees to eat solely in the hospital cafeteria but provides them with a 10% discount on meals. In addition to the discount, the cafeteria is adding a salad bar and ice cream machine. What change management technique do you use to get to resolve this situation?
- Scenario 3: EHR updates The EHR system has undergone a major upgrade. As the HIM Director you are delighted with the changes. The system update requires a new and slightly more complicated login process for all users but provides added security. This change is not a problem for the HIM, IT, or financial staff users. However, the clinical staff is angry. They say it already takes too long to login. The physicians are now leaving their login information with the nursing staff, so the nurses can login the physicians’ in. This poses all sorts of problems from a security and privacy standpoint. What change management technique do you use to get to resolve this situation?
Expert Solution Preview
In the field of healthcare, change management is a critical aspect of organizational development and success. Implementing changes within healthcare organizations often face resistance due to various reasons, such as fear of job loss, unfamiliarity with new processes, or concerns about patient care quality. As a medical professor responsible for designing assignments and evaluating student performance, it is essential to understand the theories and tools of organizational change management to effectively analyze and address scenarios involving change and resistance.
Scenario 1: Merger and layoffs
Change: The merger of ABC Hospital with DEF Hospital and the need for layoffs in non-clinical departments, along with the merging of policies and procedures.
Resistance: The resistance to this change can stem from fears of job loss and uncertainty about the integration of policies and procedures.
Change Management Technique: The most appropriate change management technique for this scenario is the ADKAR model. This model focuses on addressing the individual’s psychological response to change and helps them transition by ensuring Awareness of the need for change, Desire to support the change, Knowledge of how to change, Ability to implement the change, and Reinforcement to sustain the change. By effectively communicating the need for the merger, addressing job security concerns, providing training for policy integration, and offering support during the transition, the ADKAR model can mitigate resistance and facilitate successful change implementation.
Scenario 2: Food Service
Change: Implementing a new food service contract that requires employees to eat solely in the hospital cafeteria and providing additional amenities like a salad bar and ice cream machine.
Resistance: The resistance to this change can arise from employees’ habits of using the snack bar, which serves as a convenient and familiar option for food.
Change Management Technique: The most appropriate change management technique for this scenario is the Kotter’s 8-Step Model. This model emphasizes creating a sense of urgency, forming a guiding coalition, developing a vision and strategy, communicating the change vision, empowering employees to act, generating short-term wins, consolidating gains and producing more change, and anchoring new approaches in the culture. By effectively communicating the rationale behind the change, involving employees in the decision-making process, providing incentives for using the cafeteria, and celebrating short-term successes, the Kotter’s 8-Step Model can help overcome resistance and promote the desired change.
Scenario 3: EHR updates
Change: Implementing a major upgrade to the EHR system, which includes a new and slightly more complicated login process with added security measures.
Resistance: The resistance to this change can be due to the perception that the new login process is time-consuming and inconvenient for clinical staff, leading to potential privacy and security issues.
Change Management Technique: The most appropriate change management technique for this scenario is Lewin’s Three-Step Model. This model involves unfreezing the current state, implementing change, and refreezing the new state. In this case, unfreezing involves creating awareness about the need for improved security, providing training and support to clinical staff for adapting to the new login process, and addressing their concerns. Implementing change involves incorporating feedback from users, reassessing the login process, and making necessary adjustments. Finally, refreezing involves reinforcing the importance of privacy and security, providing ongoing training and support, and ensuring compliance with new login procedures. This approach allows for a systematic and controlled implementation of change while considering the concerns of the clinical staff.