Change agents were brought in to assist with changes at Health Central Hospital. Blue Jay Consulting and MEDI helped with culture change and improving operations like emergency room throughput. They used approaches like executive coaching, team building, and implementing new policies to decrease wait times and increase revenues. As a result, Health Central Hospital improved care quality and was recognized as a top hospital. Change agents play an important role in successfully managing organizational change.
1. ROLE OF CHANGE AGENTS IN CHANGE MANAGEMENT
Written by
Ileana Delgado-Romero, BS-HSA
2. EXECUTIVE SUMMARY
“The rate of change is not going to slow down anytime soon. If anything,
competition in most industries will probably speed up even more in the next
few decades.” John P. Kotter
3. CONSULTING AGENTS ASSISTING CHANGE
Health Central Hospital
The need for internal and external change.
• Caring, compassion, commitment
• Affordable Care Act
Merger and the new President
• Less cost, Best practices
• What we focus on, we achieve
Emergency Room
Culture Change
Consulting Agents
4. CHANGE AGENTS
Blue Jay Consulting
• History
• Change Management Approach
• Increase Revenue
• Shorten Wait Times
• Emergency Room Throughput
• Cultural Re-vamping
MEDI
• History
• Organizational Development
• Vision
• Break resistance
• Resources & Tools
• Unified team
7. CHANGE AGENTS
$10 billion global business
Agents that fit the need, the change and the
situation.
Agents have knowledge of the external
elements.
Agents are Leaders that practice different
images.
11. CHANGE MANAGEMENT APPROACH
Direct and navigate policies and procedures
Decrease wait times.
Decrease patients not seen.
Faster I-Triage
New Concierge Desk
Call Backs
Increase revenues
Sustainability of short and long term goals.
13. ORGANIZATIONAL DEVELOPMENT
Coach and interpret the vision.
Executive Leadership
• Leaders coaching management
• Management coaching staff
• Staff coaching staff
Team Building
Resources and Tools
Change to a positive culture
Empowerment and accountability
14. RESULTS
Grade A Hospital for 24 months running in by the Leapfrog
Group.
Joint Commission full accreditation
OPPE best practice by VHA Southeast Bright Ideas magazine.
The 1st and only full accredited stroke receiving hospital in
Central Florida.
#1 hospital in the Orlando Health organization for quality
improvement in the last 4 years.
According to the Center of Medicaid Services (CMS), “Health Central is recognized as a
mentor hospital for best practices in reducing harm and re-admissions.”
16. PROJECT/PRACTICE MANAGER
Situational approach –the need to be flexible to
handle any changes.
Collective approaches
Collaborative images
Awareness of the organization and its culture.
Internal and External changes
Knowing when assistance is needed.
Director and Coach
17.
18. THE 4 P’S OF MANAGEMENT
Purpose
Why? External or Internal.
Picture
How? What If’s?
Plan
The Method
Lean Six Sigma
Kotter’s 8 Step Process
Part
Who are the players?
Team Building
Empowerment
Accountability
PURPOSE PICTURE PLAN PART