Enhancing Maternity and A&B Department Services through Change Management

In the context of Nursing Home, change management is crucial to satisfy the changing needs and wants of patients and other stakeholders. To achieve this, it is essential to develop strategies for implementing changes in different areas of the Nursing home, including monitoring and controlling implemented modifications. Additionally, recent changes in health and social care services should be monitored to identify obstacles and implement measures to overcome them. The deputy manager should involve staff members working in the A&B department to effectively monitor the implemented changes.

Facilitating Change

Table of Contents
Introduction................................................................................................................................................3
Task 1 .........................................................................................................................................................3
1) Key factors that drive change in health and social care services as applied to the case scenario 3
2) Assess the challenges that key factors of change bring to health and social care services...........4
Task 2..........................................................................................................................................................5
1) Devise a strategy and criteria for measuring recent changes in health and social care ...............5
2) Measure the impact of recent changes on health and social care services...................................5
3) Evaluate the overall impact of recent changes in health and social care......................................6
4) Propose appropriate service responses to recent changes in Nursing Home at East London.......6
Task 3..........................................................................................................................................................7
1) Explain the key principles of change management using Leavitt’s model of change..................7
2) Explain how changes in health and social care are planned.........................................................9
3) Monitor recent changes in health and social care services...........................................................9
Conclusion................................................................................................................................................10
References................................................................................................................................................11

INTRODUCTION
In the present era, change is considered as the most significant element that entrepreneur, firm
and sector have to bring in order to satisfy the different requirements of targeted audience. In general,
the process of bringing modifications within the approach and methods is known as change. In context
to health and social care, it is becoming more and more important because it results in improving the
overall services which are offered to the patients. Thus, report hereby deals with aspects and concepts
and significance of facilitating change within the National Chain of Nursing Home. Presently, branch of
Nursing Home located in Tower Hamlets, East London which is facing major quality issues therefore,
report illustrates the key factors driving the change within the firm along with the challenges that
Deputy Manager and his team will face in bringing the change. The main aim of researcher behind
conducting this study is to develop the understanding for learners and readers about the factors for the
change in health and social care as well as the practices for evaluating and facilitating the change.
TASK 1
1) Key factors that drive change in health and social care services as applied to the case scenario
According to case scenario, there are number of internal as well as external factors that derive
change in the workspace of East London branch located in Tower Hamlet. These factors are responsible
for driving change in the maternity wards and A & E departments of healthcare organization. The
foremost factor thatderives change at the workplace is policies which have been set out by the
government as the healthcare departments have to make changes as per the amendment made in the
regulatory framework (Rizzo and Abrams, 2000). It has been witnessed that the hospitality organization
is in need to give proper attention to legal framework of health care systems of UK. There are some
regulative policies that affect health and social care system i.e. Health and Safety at Work Act 1974.
This act represents the guidelines of providing effective care to the patients and each and every
healthcare entity has to follow such guidelines.
Furthermore, the factors such as demographic and cultural changes are also the most influencing
factors for the performance and productivity of healthcare systems as well as are also responsible for
deriving change. The patients from diverse culture are to be provided with effective care as per their
needs and while assessing cultural needs. Technological factors also affects because to set a quality
standard the maternity wards and the A& E departments requires a system in which crucial information
is to be sent to health care professionals and nursing staff (Schofield and Amodeo, 2000). Adding to
this, some of external factors such as economic condition of UK and changes held in demand or supply,
interest rates and currency actuation, unemployment rate, poverty, inflation are also significant factors.

However, it could be said that the internal factors such as unavailability of qualified labour, effective
monitoring system and availability of resources facilitates change in the healthcare workplace. In
respect to the present case, effectivepolicies are to be framed for improving performance of maternity
wards and of the A & E departments.
2) Assess the challenges that key factors of change bring to health and social care services
The change that is going to be held at the workplace is important to put continuous
improvement for health and social care organization. Nonetheless, there can be seen some challenges
which are faced by the East London branch located in Tower Hamlet. The points below represent the
challenges in respect with the given case scenario:
 The major challenge of the organization for overcoming complaints from maternity wards and A
& E departments is to make changes in internal operational system. They have to design new
program and policies so as to change the perception and behaviour of health care professionals
towards their working pattern which could be said as the biggest challenge (Rizzo and Abrams,
2000).
 The nurses and health care professional need to be provided with effective training so that they
can improve the service quality of maternity wards and A& E departments. However, the most
important challenge that is going to be faced by the healthcare setting is of managing
competencies of doctors and nurses (Robinovitch and Nash, 2004).
 The absence of knowledge among healthcare professionals to operate the instruments in
effective manner is the challenge for department in order to facilitate change at the workplace.
 The major barrier can be seen in the form of resource allocation in which the company can find
difficulty in managing resources which facilitate changes. However, the healthcare setting also
requires monetary sources and absence of financial resources' can be a challenge in making
effective performance (Schofield, and Amodeo, 2000).
 To facilitate change, the company is required to make human resource alignment and it is
required to have proper support from the internal as well as external stakeholders. Not getting
proper support from the partners is seen as the biggest challenge in the maternity ward and A&E
department.
 In order to arrange the practices with the economic and political situation of UK can be an
ongoing challenge for East London branch (Kilpatrick and et.al., 2014).
In the task of improving the performance of health and social care system and to meet the
requirement of CQC, maternity wards and A & E department’s authorities have to face all these
challenges.

TASK 2
1) Devise a strategy and criteria for measuring recent changes in health and social care
The corporate aim of health and social care setting is to facilitate change in the workplace while
making efficiency and effectiveness in the services which is provided to the patients. In the present
time, various effective changes have been taken place in the UK health care system. Nonetheless, the
aforesaid entity has tried to implement the changes for improving performance of both the departments
but it is quite important to adopt measuring techniques to measure contemporary changes in the
workplace (Burnard, 2002).
The effective strategy can be implemented in the waiting time of the hospitals. According to the
concept of waiting time the time that a patient waits to avail the service from doctors and other staff is
to be reduced. The time is to be kept at the minimum possible level. In respect with the present case,
poor performance of maternity ward is the major issue faced by the company and it is all due to
increasing waiting time for patients. The organization has to implement the policies for resolving the
issues of patients as quickly as possible so that the patients can be satisfied. Hence, reduction is time to
give effective services to service users can be an option to improve the services and make change at the
workplace. The organization can also design policies in regard to improve the service delivery that is
rendered to service providers (Stages of Change Model, 2015). The hospitality organization is bounded
to provide effective services to the patient so that their health can be improved. Maternity wards and A
& E departments can take feedback from the patients that areacquiring the services in this department
so that the major loopholes can be identified to improve service and to meet the guidelines of Care
quality Commission. Along with this, the changes that have been taken place in such departments are to
be monitored on the regular basis. The care givers should provide effective training so that they can
render service as per the needs and requirement of people. In addition, the equipment which isused in
such departments is to be properly maintained.
2) Measure the impact of recent changes on health and social care services
The recent changes that have been seen in the workplace of hospitality have a significant and
positive impact in health and social care, as they influence the working of the organization. These
changes have influenced the care provider's performance as well as the overall performance of health
care organization. The major impact of such changes have been seen in the form of improving service
quality of maternity wards and A & E departments, hence, the performance of care providers have been
influenced. The organization is a significant part of UK's healthcare system, hence, it is obliged to
modify and update policies. The recent changes which have been taken place in the organization affect

the working styles of aforesaid hospital. However, the changes are going to influence the treatment and
services that are provided to patients by the care providers (Stages of Change Model, 2015). In addition
to that, the working environment is going to be changed that will significant impact the behaviour of
services providers. The waiting time of patients is going to be reduced that will improve the satisfaction
level of employees and will help the organization is creating positive image in minds of patient. Hence,
the implementation of all the change will provide a chance to the organization to improve services of
maternity wards and A & E departments.
3) Evaluate the overall impact of recent changes in health and social care
The recent changes in health and social care have major impact on the performance of
maternityward and A& B department. The major reason of implementing change at the workplace is
complaint from CQC inspection and negative whistle blower’s letter. The major impact of such changes
is seen in the manner of improved services that are being provided by the care giver to the patients
(Feldstein, 2011). It can be seen that, the satisfaction level of care users is going to be improved which
is important to meet the standards of Care Quality Commission. Nevertheless, it is important for the
Deputy manager to manatinproper monitoring of change so that acctual loopholes and obstacles can be
identified by the team of care providers (Kezar, 2001). Because of the above mentioned changes the
organization can improve their service quality by providing effective service at the most suitable time
timely. The changes are also going to influence the working environment in which the care provider
will become more caring and friendly that will further improve the health of patients and hence, the
organizational performance can be improved.
4) Propose appropriate service responses to recent changes in Nursing Home at East London
Looking at the present condition of Nursing Home it isessential for top level management to
bring change. In this context, certain suitable and reliable modifications have been proposed to the
Nursing Home. The above defined changes is required to be implemented as early as possible because
senior authority has identified the issues of service delivery time and overall quality of maternity ward
in the Nursing Home (Cullen, O’Connor and Mangan, 2004). For this, deputy manager should hire
team of people who can monitor each activity carried out by the staff members. By the means of this,
they can easily identify the possible loopholes and obstacles so that accordingly potential measures can
be undertaken at the workplace. However, through the help of strategy team of deputy manager, the
team can suitably develop actions for implementing the change in order to enhance the quality and
performance of maternity ward and A&B department of Nursing Home.
Other than this, senior authority is recommended to recruit skilled workforce with an
appropriate experience at workplace so that they can improve the level of quality and efficiency in

providing services to patients and generate fruitful results for the branch. Parallel to this, management
is also responsible for improving the working process of the health care setting because it will assist in
satisfying needs and wants of each individual working for the Nursing Home as well as motivate or
encourage him/her to offer quality of service to the patients (Newton, 2013). Thereafter, with changing
technology, hospital should indulge the latest software for improving the communication process.
Through this, change in each department can be informed in an effective manner and ensure that
corrective actions have been undertaken. Furthermore, system should be developed in such a manner
that it focuses on skills, abilities and competencies of staff members so that response to improve overall
performance can be carried out in an accurate way (Kubr, 2002). Therefore, these are some of the steps
proposed to the management of Nursing Home to bring change within the approach for attaining
desired results and outcomes.
TASK 3
1) Explain the key principles of change management using Leavitt’s model of change
In general, the concept of change management consist of both individual and organisation
initiatives to indulge and execute the modification in a suitable manner at the workplace. There are
several basic principles on the basis of which aspects of change are based that lead to improve the
overall functioning of business. The first principle of change is to overcome the resistance that both
organisation and employees are unable to resist (O'Mahoney and Markham, 2013). Along with this,
effective communication is also a major principle of change which ensures that modifications are
communicated or informed in an appropriate and suitable manner in order to implement the required
changes in the best possible manner. Lastly, training and development is the another principle that
emphasis on providing suitable training and development to employees so that they can adopt new
emerging changes within the organisation (Sadler, 2003).
Leavitt's model of change
Considering the Leavitt' model of change which consist of four major aspects that can be fruitful
for the firm in bringing change in an effective and efficient manner. Therefore, in order to implement
the change in Nursing Home, this model has been selected. The main benefit of this model is that while
implementing the required modifications, it ensures appropriate interactions among people, tasks,
structure and technology for facilitating effective change.

(Source: Leavitt's Diamond, 2013) People: This is one of the most significant aspects because in order to facilitate effective change
within the Nursing Home, Deputy Manager requires people who can handle new duties and
carry out their roles and responsibilities in a suitable way. Furthermore, change team has to
make sure that proper communication is being promoted within employees and management to
bring change in the best possible manner. Task: It is the duty of senior officials of the Nursing Home to allocate right roles and
responsibilities to right people so that entire course of task can be carried out appropriately (Al-
Abri, 2007). Along with this, deputy manager has to evaluate the required changes for the tasks
or operations of the healthcare firm so that overall aim of facilitating change within Nursing
Home can be achieved effectively. Structure: Organisational structure is the aspect of Nursing Home which can highly affected in
order to bring changes or modifications. Thus, it is crucial for the deputy manager and team to
mould the structure of company as per the required changes so that desired modifications can
be implemented and executed at each level of Nursing home and especially in maternity ward
and A&B department in the best possible way (Newton, 2013).
 Technology: With constantly improving technology it has become essential for the companies
irrespective to their sector to indulge the latest equipments and improve the level of
performance. Thus, change in technological aspects leads to enhancement of quality and
Illustration 1: Leavitt's Diamond Model

reliability for patients in maternity ward of Nursing Home. In context of implementing the
change, it is essential for the management of Nursing Home to bring new technology and bring
change effectively to achieve desired aim and objectives.
Apart from this there is another method through the help of which nursing home can bring
desired change within the functioning in effective and efficient manner. Kotter’sfive or eight (1995)
Step model:
 Establish a sense of urgency: In order to happen the change in effective and reliable manner it is
essential for the Deputy Manager of Nursing Home to develop sense of urgency. By the means
of this, manager will get initial motivation to get the things moving within the firm.
 Form a powerful guiding coalition: In this manager can enhance the knowledge of staff
members regarding importance of reducing waiting time and improving performance so that
he/she can establish the sense of urgency effectively. However, considering the criticalness of
the both departments it is important for Deputy Manager to identify leaders in both maternity
and A&B department so that they can stand on the commitment of change and help manager in
carrying out in effective manner.
 Create vision for change: Vision for the change is most crucial because it provides direction to
the Deputy Manager of Nursing Home for carrying out required change and enhance the overall
performance of the hospital. According to the given case scenario, vision for the change is to
reduce the waiting time and enhance the service quality of both Maternity and A&B department
of the Nursing Home.
 Communicating the vision: After developing the vision it is essential for Deputy Manager to
communicate the vision in suitable manner so that each and every individual associated with
department can mould their functioning as per the requirements (O'Mahoney and Markham,
2013). In this context, manager of Nursing Home can organise formal meetings for each of the
department separately and brush up their knowledge with need of change in the organisation.
 Empower others to act on the vision: Under this stage, while communicating the change
required to the staff members of both the departments, Deputy Manager should empower people
to act on the vision by providing them authority and responsibility to make required decisions.
For instance, leader of the respective department can take spontaneous decision if required for
the implementation of change.
 Planning for and creating short term wins: To achieve the overall aim of change, manager with
the defined leaders of both departments should set small targets so that staff members can act
upon it and required modifications within the functioning of Hospital can be employed.

 Consolidating improvements and producing still more change: Constantly monitoring the
performance of strategies employed to bring change so that if required further potential
measures can be indulged and the best possible outcomes can be achieved.
 Institutionalising the new approaches: After identifying the potential improvements, Deputy
Manager of Nursing Home should focus on implementing the new approaches so that areas of
improvements in both Maternity and A&B Department can be addressed effectively.
2) Explain how changes in health and social care are planned
Plan for facilitating change within Health and Social Care organisation
Identifying the need for the changes According to the present given case, deputy manager is focusing
on bringing the change within maternity and A&B department.
The need for change in both the areas is to reduce the waiting
time and enhance poor performances.
Determining of goals and objectives
for the change
The main aim behind facilitating the changes within Nursing
Home is to minimize the waiting time for patients as well as to
ensure better quality of services offered to the patients in
maternity and A&B department (Sadler, 2003).
Developing change management
plan
Once the need and objectives of change are identified it is
important for the deputy manager to develop suitable strategies
to facilitate the change at different areas of Nursing home
(Bechtel and Squires, 2001).
Implementing the change During this phase, deputy manager and team has to plan the
strategies or tactics to implement the change within the hospital.
For this, they are responsible for arranging the funds and other
physical resources to implement the change.
Monitoring and controlling the
implemented modifications.
It is the last phase of change management but managers give
importance to this because it assists in identifying all the
loopholes and obstacles so that potential measures can be easily
implemented to enhance the performances of implemented
changes.

3) Monitor recent changes in health and social care services
Monitoring the changes helps the deputy manager and team to evaluate and analyse the issues
and obstacles that are affecting the change. However, by the means of this, senior authority can take
decisions regarding strategies and tactics required to overcome the obstacle and improve the overall
performance of maternity ward and A&B department of Nursing Home. For this, management has
appointed team of individuals who will be responsible for monitoring the activities and if required
potential measures can be undertaken (Al-Abri, 2007). Along with this, deputy manager should take the
opinion of staff member working A&B department so that appropriate monitoring of implemented
changes in the cited firm can be managed.
CONCLUSION
In conclusion to the above report it can be said that, change is one of the most significant aspect
of the present market. In order to satisfy the changing needs and wants of patients and other
stakeholder, Nursing Home has to bring certain modifications. Herein, researcher evaluated that recent
changes are required in the Nursing Home for improving the quality of services. Along with this,
principles of change management have been highlighted for better implementation of required changes.
Lastly, top level management of Nursing Home has been recommended to use Leavitt's model of
change for implementing the modifications in an effective manner.

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