Implementing Change Model for Improved Quality Care Services in Healthcare: A Case Study

This case study evaluates and recommends a change model for implementing change in a healthcare organization to improve service quality and competitiveness. It discusses the McKinsey 7s model and analyzes major resistance from employees. The CEO's role in mitigating employee assistance is also discussed.

Case Study ( Distinction
Criteria )

EXECUTIVE SUMMARY
To improve the service quality, there is a need to implement a change within the
organization where employee may create a resistance towards the change. In this, there is need to
take intervention and implement change in more effective way that staff or employee may
support in implementing change and create high effectiveness and improve service quality. In
this, there is discussion about change model with an organization to improve service quality and
competitiveness. This may also include intervention to deal with employees assistance and
implement change within the organization for improved quality care services for health
improvement of patient.

Table of Contents
EXECUTIVE SUMMARY.............................................................................................................2
INTRODUCTION...........................................................................................................................4
MAIN BODY...................................................................................................................................4
TASK 1............................................................................................................................................4
Evaluate and recommend model of change which can be effectively utilized for developing an
environment that can enable organization to be competitive.................................................4
TASK 2............................................................................................................................................8
Analyzing major resistance from employee which can be there due to implementing change
within an organization, through appropriate change model and intervention, how CEO
mitigate this employee assistance...........................................................................................8
RECOMMENDATION.................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................12

INTRODUCTION
Change model refers to concept, theory and methodology which are effective and provide
the approach with an organizational change. This can guide individual during making changes
within an organization. This may also include navigation and transformation process which can
help and enable management to ensure about changes should be accepted and put in practice.
Through change model, it can help to identify potential area of resistance along with
implementing the various strategy which can help to reduce or eliminate resistance during
implementing change within an organization. To create effectiveness and ensure about proper
care management within healthcare premises (Shaqrah and et. al., 2018). There is a need to
ensure that there should be sufficient number of nurses, doctors and other staff member to share
the workload. This should not create any negative impact on patient quality of care to overcome
from the shortage of healthcare professional and decreasing quality of care services. There is
need to implement change within the organization that can allow healthcare professional and
patient to get better and effective delivery of services for improving patients health. In this, there
is need to ensure about implementation of change within organization and without getting any
higher resistance. It should also ensure that this resistance should be tackle more effectively by
the management which can enable CEO of the organization to mitigate this employee resistance.
In this report, there is discussion about evaluation and recommendation of change model which
can be utilized for developing better environment in the healthcare organization and improve its
competitiveness. It may also include analysis which can create major resistance from employee
during implementing change within organization. This may include appropriate change model
and intervention. This also includes that how CEO of the organization may play their role to
mitigate this employee resistance (Razmi and et. al., 2020).
MAIN BODY
TASK 1
Evaluate and recommend model of change which can be effectively utilized for developing an
environment that can enable organization to be competitive
There is an evaluation that there is need for improvement in the organizational structure.
In this, there is need to implement some change which can be highly effective and can enable
organizational management to ensure about proper delivery of health care and treatment. There is

also need to ensure that implementing change within the Mid Staffordshire hospitals, there is
need to ensure that this should be more effective and can help to implement better change in the
organization which can be productive and can influence for better productivity (Odeh and et. al.,
2021). It has been also analyzed that Mid Staffordshire hospitals, due to implementation of top-
down change strategy created change within the organization which had initially positive impact
but later on, it shows the negative impact on the delivery of care and the quality of organizational
productivity. This lead to create difficulty for patient and health care professional in hospital in
providing better healthcare services to the patients for their improved health (Odeh and et. al.,
2021).
Due to higher loss of implementing top-down change strategy, there is need to implement
another change model which can be more effectively and can have a positive response to the
healthcare organization and ensure about better delivery of quality care for patient for their
improved health. In this, one of the best model of change can include McKinsey 7s model. This
refers to a framework for the organizational effectiveness which have 7 internal factor of an
organization which needs to be aligned and reinforced for implementing change successfully
with an organization (Chanted and et. al., 2020). This theory need to understand the effectiveness
of McKinsey 7s model. This model can include seven factor which can be classified as hard or
soft elements and can easily identify and influenced by management. These hard and soft
elements may include a strategy, system, structure, skills, shared values, staff and style.
To implement change within an organization, there is need to apply strategy and method
which can be effectively used for the planning and implementing change management within an
organization for better and effective response along with positive outcome (Razmi and et. al.,
2020). In this, there is need to implement McKinsey 7s model which can be highly effective and
can include a better implementation of change model with an organization. This can lead to
create a high-impact and provide a better quality of service to the patient and also ensure that
there should not be any type of workload on healthcare professional due to shortage of
employees (Kamau and et. al., 2019). It also includes that management should have primary
focus on the delivery of quality care and treatment to the patient for their improved health rather
than and any other. There is implementation of McKinsey 7s model which are going to be to
discuss further.
Strategy

There is need to create and strategy which can be effective and can allow to provide a
solid foundation for the organizational change management plan. In this, there is need to clear
out organizational strategy which can be effective and can have high impact on convincing
employees or other stakeholders to implement change within the organization. This is necessary
to ensure that a strategy can be effective and can deliver positive outcome to the organization
after implementing effectively.
In this, there is need to identify different resistance towards the implementing of change
within the organization and also need to ensure that which type of impact should be implemented
during implementing change model (Bredillet and et. al., 2018). This can also ensure about the
implementing change within the organization and its positive impact on the organizational
management and service delivery.
In this, there is also need to make a strategy through identifying different type of
employee resistance which can enable in the organization during implementing change within
organization. Through identifying this employee resistance, management should ensure about
implementing and making a plan or a strategy that should be more effective to deal with such
type of employee resistance or resistivity.
Structure
There is also need to ensure about the organizational structure which can include
different type of department, roles, division within organization. It can also includes the
interaction with other and need to define employees roles before implementing change within
organization (Choromides and et. al., 2021). In this, there is a need to ensure about number of
healthcare professionals like doctors, staff members and other. After this, there is a need to
ensure about the organizational structure which can fulfill the demand of implementing change
for the better and smooth delivery of of services.
Through increasing the number of staff member and identify the organizational structure
can help your organization to deliver their strategy or plan in more effective way that can help to
support the change management within organization with positive impact.
Systems
An organizational system refers to getting job done on the daily basis. This may includes
various protocols and procedure which should be followed by the healthcare professional during
completing their work for service delivery. There is also need to ensure about the current process

of healthcare service delivery which can be helpful to evaluate its impact and help to identify
whether the system should be changed or not (Akbar and et. al., 2019). Through implementing
change in the system, there is also need to ensure that which type of changes should make. This
could not create any type of resistivity by the employee or how to deal with those resistivity
more effectively.
Style
Style of leadership along with decision making is highly effective within an organization
where higher management of Mid Staffordshire hospitals should ensure that this should be
assessed and identify whether there is a need for changes within department. Due to following of
a top-down management strategy, this create difficulty for the healthcare organization to focus
on their employee advice and their engagement. There was forcefully implementation of changes
which lead to create a negative impact and also higher the workload of healthcare professionals
like nurses. Due to less number of nurse and high workload create difficulty for service delivery
and quality care. This lead to decrease the productivity of organization and the lower the
competency of healthcare organization. Implementing the style of leadership can be also
effective and help organization to provide better environment to the organization which can be
helpful and provide high competitiveness (Hussain and et. al., 2018).
Staff
In this, there is need to ensure about all the people within our organization should have a
proper skills and knowledge to play their job role at the current time. In this, there is also need to
ensure that every employee should be possess their minimum qualification. This can be effective
and can allow them to deliver quality service. There is also need to ensure that staff should be
adequate in number according to standard with an organization. This can enable them to stay
away from burnout and getting any type of workload. They should also be skillful that can allow
them to deliver their quality service with their organization through implementing them.
Skills
During implementing change within organization, there is also need to ensure that every
individual within the healthcare organization should possess some basic skills which are essential
to deliver quality of service to the patient for their improved health. These skills should be
helpful and provide competency within an organization to improve their quality service and help
to provide better positive outcome for the organization (Roach and et. al., 2018).

According to the assessment, it has been evaluated that there are many staff member are
not having proper knowledge and practices due to which they are not able to deliver quality of
care services within the healthcare organization. In this, there is need for proper training sessions
which can enable them to improve their skills and make them implement in during practices.
This can be effective and can enable staff member to use their skills in practical while delivering
health care services to patients for their improved health (Srivastava and et. al., 2020).
Shared values
This is the one in which there is a need to ensure that employee should interact with each
other and share their information which can enable him to play an important role through to
maintaining their work-life balance more effectively. This can enable them through providing
some flexible schedule and extra time which can enable them to get motivated to work
effectively and they deliver quality care to their patient. It can enable staff member to perform
better and provide higher productivity for the healthcare organization through delivering quality
healthcare services to the patient for their improved health (Thakur and et. al., 2018).
These are the some of the key element of a McKinsey 7s model which can be effective
model of change. It is recommended to utilize this for developing better involvement of the
organization to be competitive in nature. This can also helpful in implementing change and help
to tackle various employees through implementing change within organization. It can be helpful
and can provide better improvement in quality care for the patient for their improved health.
TASK 2
Analyzing major resistance from employee which can be there due to implementing change
within an organization, through appropriate change model and intervention, how CEO
mitigate this employee assistance
During implementing change within an organization, there is higher chance of getting
resistivity from the employees. This can be there due to various reason. This may include
resistivity due to changing in work schedule, resistivity due to changing in work role, resistivity
due to change in working hour, resistivity due to change within organization which can create
difficulty to adapt towards new change for the employees. There can also resistivity from
learning new things to play their job role more effectively within an organization after
implementing change for positive and better outcome. Through applying the McKinsey 7s

model, this can be effectively unable to take care of the major assistance from employee during
implementing change within organization (Ileri and et. al., 2018). In this, there is also need to
ensure that these change model implementation should be more effectively. This can have a
positive impact on the organizational output and should not create any type of difficulty which
are not identified.
There are some of the intervention which can be applicable through implementing
McKinsey 7s model as change within organization.
Resistivity due to change in work schedule
In this, there is need to inform every employee about their job role and more effectively
about staff. In this, through using staff factor of a McKinsey 7s model, it can enable to provide
better information and communication with the staff member through taking care of every
individual (Al-Nasrawi and et. al., 2018). Through discussion about the implementing change
with an organization. There is need to provide proper information about the working schedule of
every employee. This can make them comfortable and valuable that day change in organization
has been informed before them that can help them to adapt accordingly.
Resistivity due to changing in job role
Due to implementing change model, there is need to ensure that every employee has been
communicated about the change within organization. In this, there is also need to ensure that
every employee should have the information about the new job role at the organization. This can
be effective and enable them to better deal with the change and get ready instant of resisting
change within organization. This can be helpful and allowed them to deliver quality care through
motivated and influence for their new job role (Paring and et. al., 2021).
Resistivity due to fear of job loss
There is chance of resistivity by the employee due to fear of job loss. In this, there is a
need to ensure that every employee should be communicated more effectively and influence that
there should not be any type of job loss (Ling and et. al., 2018). Instead of this, due to shortage
of staff members, there is need for more hiring that can enable organization to hire more staff
member which can enable them to reduce their workload and help them in delivering quality care
and provide more time to take break from work. This can be effective and enable staff member to
improve their service delivery quality which can be helpful to improve patient health.
Resistivity to learn new things

There are many employee who have adopted their job role where they did not like any
type of change in their working schedule or daily practices. In this, due to implementation of
change within organization. There is risk of change in their job role which need for new learning
which may include training to operate technology for practices which can help to improve
quality of care for the patient through communicating effectively and providing proper training
and practices to the staff member. This can enable higher management to implement change
without getting any type of resistivity (Okkonen and et. al., 2019).
These are some of the way through which CEO mitigate the employees resistance and
focus on improving service quality with in Mid Staffordshire hospitals. This can also impact the
quality of health care services that can enable patient to get better quality of care services and
enable them for better improvement in their health.
RECOMMENDATION
It is recommended that Mid Staffordshire hospitals should use the McKinsey 7s model as
the change model with an organization which can be effective and enable organization to
implement this for a positive aspect (Tang and et. al., 2020). Through implementing this model,
it can enable organization to implement change within an organization which can include
improvement in service quality through taking care of all type of resistivity from the employees.
It is also recommended that there is a need to use the effective communication which can enable
organization and higher authority of the organization to communicate with every employee. This
can enable to reduce the risk of resistivity from employees and effectively implement change
within an organization. This can also help get support from the employee to improve the service
quality. This can also provide positive impact on a staff member through reducing the workload
and provide more time for taking break from the work and improve their service delivery quality
(Alassaf and et. al., 2020).
CONCLUSION
From above discussion, it can be concluded that there is a need for implementing change
within the the organization which can enable higher authority to improve the competency with in
organization. This can also enable to improve delivery of service quality which is highly
necessary for patient and their family for improvement in their health. Through improving the
service quality, it can allow patient to get better health improvement within less time. In this

report, there is a discussion about evaluation and recommendation of model of change which are
highly effective and can be utilize for developing better involvement with an organization to be
competitive. There is also discussion about the analysis of major resistance from employees
which can create high resistivity during implementing change within organization. With the help
of change model and intervention, it can allow CEO to mitigate the employee assistance and
enable organization to deliver higher quality of care for patient's health improvement.

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