Leadership and Change: Evaluating Change Model and Mitigating Employee Resistance

This report evaluates and recommends a change model for Mid Staffordshire General Hospital NHS Trust to develop a competitive environment. It also analyzes major resistance from employees and suggests interventions to mitigate resistance using Kotter's change management theory.

Leadership and Change.

EXECUTIVE SUMMARY
In the present case study, The board of the mid Staffordshire general hospital NHS trust
has decided to make few changes in their programmes. In the report, it has been summarized that
by having effective change management theory organization can adopt these changes. Moreover,
there were many issues faced by organization related to emergencies and accident cases, but they
somehow managed by having strategies and can lead to a development of effective change. The
second task has summarized about the major resistance from employees using the change model
to mitigate employees resistance. The change model used are kotter's model and Kubler-Ross
change curve.

TABLE OF CONTENT
INTRODUCTION...........................................................................................................................4
TASK 1............................................................................................................................................4
Evaluating and suggesting a model of change that might be utilized in order to develop an
environment that would allow the organization to be competitive..............................................4
TASK 2..........................................................................................................................................10
Analysing the major resistance from employees using the change model to mitigate employees
resistance....................................................................................................................................10
CONCLUSION..............................................................................................................................12
RECOMMENDATIONS...............................................................................................................12
REFERENCES..............................................................................................................................14

INTRODUCTION
Leadership refers to the practical skills which shows the ability of the individuals, group
or of the organization in order to lead and make the followers influence about the work. By
having good leadership it makes the service sector to have change management and maintain the
welfare in the country. This report is based on the Mid Staffordshire General hospital NHS Trust
which introduced in the year 1993. This trust used to serve 320,000 persons and there are almost
3000 employees work in the hospital. The report will evaluate and recommend the change model
that should be used by the hospital in order to develop the competitive environment. In other task
it will evaluate about the major resistance from employees by using the change model and its
interventions.
TASK 1
Evaluating and suggesting a model of change that might be utilized in order to develop an
environment that would allow the organization to be competitive
The board of the mid Staffordshire general hospitals NHS trust has decided to make some
changes in their programmes. They believe that foundation trusts are less dependent on funding
provided by government and now they can borrow an amount from particular bank. Referencing
the current case study, it has been evaluated that trust needs some changes which includes
waiting time period. They also decided to follow top-down method that includes some
restructuring, reduction in the number of beds which is 18 % reduction, using methods to cut
down cost, reducing 150 jobs. As per the healthcare commission, highlights that death rates for
patients at the hospitals were higher than compared to those hospitals where patients admitted as
emergencies. Along with this, the organization was having full attention on the emergency cases
so that they can attend patients at the hospitals.

By referencing the cited case study it has been identified there are many issues:
The major issues were found out at every stage along the emergency care pathway such as:
 At the hospitals, during the time of emergency and accident, there were shortage of
nurses and doctors. When patients arrived at reception, the receptionist who was not
properly trained was assessed to attend patients.
 There were shortage of staff that is doctors and nurses, essential tools or equipment. Due
to lack of management junior doctors and nurses were not able to make quick decisions
for patients. Because of this condition nurses has high pressure of workloads as they were
not properly trained for how to use equipment while attending accident cases.
Unavailability of operation theatre, long waiting for medication, wrong treatment was
administered.
Change-
The management team of the healthcare organization prioritizes cost-cutting to handle the
situation. New policies and systems were designed in order to highlight the major clinical issues
to board of directors. Proper attention has been taken towards the concerns raised by patients and
hospitals staff, family, patients. They were focused to provide quality service to care patient by
implementing performance management strategy, target strategy and top down change strategy.
By implementing this they have achieved success and the trust was awarded for their efforts and
contribution.
For current case study, Recommending a model of change in order to develop and
improve the positive environment that would be beneficial for the organization and gain
competitive advantages. There are majorly two models used by organization, they are kotter's
change management theory and Lewin's change management model.
Lewin's change management model
According to Kurt Lewin, this model can be used by organization to make their change
process effective and to implement any kind of change management. This model is divided into
three stages they are Unfreeze which is the first step in the model. The first step analyse how
things work now and shows what change is required getting positive outcomes (Hussain and
et.al., 2018). Here managers communicate with each other to prepare the change process. Second
stage is change, in which employees of the organization put the Change into practice. In other
words, it is basically a implementation phase where staff provide support to each other by

involving and communicate effectively to understand the change process. Last step is Refreeze,
which is developed to avoid any uncertainty. Here new strategy is developed to check in and
make sure the changes will provide effective result. Management team of the Mid Staffordshire
General hospital NHS Trust review the new processes work and measure how well people can
achieve their goals (Saleem and et.al., 2019). They collect feedback from each staff and make
necessary changes if needed.
Source: (Crosby, 2020)

Advantages- This change management model is relatively easy to implement in the organization
as it motivate lasting change.
Disadvantages- This model is too rigid and does not provide detailed description which can
create problem in change process.
Kotter's change management theory
This change management theory highlights and focused on the people involve in a
change process. Kotter says that it is important to create a sense of urgency among employees in
the organization so that they can be motivated towards any change and accept it. Management
team needs to provide proper training to encourage people to build change team with effective
leaders with the help of skills and knowledge. For example- in the hospital, equipment used
while attending accident cases. After that they need to define strategic goals and vision for what
they want to accomplish, they need to generate communication skills with everyone so that they
can effective accept change management process. Provide them guidance about their roles and
responsibilities by showing how to tackle the issues. The model also outlines steps like creating
short term goals to break change management plan into achievable stages (Toor and et.al., 2022).
At last, the model say that manage the changes after the completion of each step.
Advantage- The major benefit of using this model is, it provides a clear guidance and detailed
information on the entire change process and is relatively easy for being implemented in the
change management. It will anchor new approaches into the organizational culture which is
beneficial to achieve short term goals .
Disadvantage- If not implemented properly, this model can build dissatisfaction and frustration
among staff members. Basically, it is a time-consuming process which needs lots of patience and
skills to understand each concept.
By evaluating the above mentioned models, it has been identified that Kotter's change
management theory will be beneficial for the mid Staffordshire general hospitals NHS trust to
implement the change process.
Implementing Kotter's change management Theory
Change management model is created by john Kotter in order to focus on the change
process in the organization and to handle the circumstances while implementing the change. John
Kotter shows the importance of 8 stage process for leading change.

Source: (Organizational change management: models to help navigate change, 2022)
Create a sense of urgency among people- First stage of this theory says to create a
sense of urgency in order to motivate staff members to accept the change for the benefit of
workplace environment. This will help other people to see the need for change through good
opportunity statement that will effectively helpful for the while communicating with each other.
For example- the hospital management team wants to cut down the cost so that they can avoid
any future uncertainty related to any emergency.

Building a guiding coalition- Second stage says that to implement any change the
organization need effective leadership and managers to handle the situation in order to guide,
maintain coordination and communicate effectively (Baloh, Zhu and Ward, 2018). The model
suggest to use hierarchical organizational structure so that proper information can be exchange
between top-level management and low level management team of hospitals. For example- The
hospital has faced a lot of issues management team over there needs to build a change team with
effective and good leaders which includes trained senior doctors and nurses to guide every staff
members how to tackle emergencies. They need to provide proper skills and knowledge to each
department by implementing training programmes.
Form a strategic vision- It is important to clarify how the future will be different from
the mistakes done in the past. It will show the clarity about how people can make their future
solved by making a strategic vision statement (Wentworth, Behson and Kelley, 2020). The
management team of Mid Staffordshire General hospital NHS Trust needs to define strategic
vision among staff so that they can understand what they want to achieve while attending
patients.
Enlist a volunteer army- This step says that staff of hospitals needs to communicate
with each other to get them on board and make sure they all know about their responsibilities and
roles, they can use communication skills while sharing important information about emergency
cases such as emergency accident cases. By doing so, they can create effective team and work
together.
Enable action by removing barriers- first of all the staff needs to identify the barriers
such as lack of management skills and address them in order to take strict actions. After that they
need to generate short term goals to achieve wins like the hospital use top down strategy to win
foundation trust status. They can focus on improving policies, systems, utilizing right equipment.
Keep up the momentum- After that the change process say that people need to keep up
the momentum throughout their change process of implementation such as keep providing
training and development session to staff about care servicing. It includes giving meditation,
food, water on time, availability of bed, cleanliness and training on overall management skills to
support patient care.
Maintain the changes- The last stage is to manage the changes after the initial project is
complete. Make sure the managers continue using these strategies to develop an environment and

to be competitive. For example- by monitoring and controlling, the management team of
hospitals can keep track on expenses and savings to avoid any future uncertainty and maximize
availability for beds, theatre and equipments and give patients proper care and best services.
TASK 2
Analysing the major resistance from employees using the change model to mitigate employees
resistance
Resistance refers to the system which used to oppose with the changes or modifications
done in the workplace. The resistance is basically done by the employees as it affects the
earnings of the employees. The employees are unwilling to adopt the changes and modifications
as they are very uncomfortable to work with the changes (Galli, 2018). By having the resistance
to change it affects the working of the employees as they are not aware about the new and
innovative technologies adopted by the company. The resistance can be a great threat to the
organization as it affects the speed and productivity of the service sector. As the trust staff are
resist to change as they were cutting off the prices and new systems were adopted by them to
attend the clinical issues.
As the senior managers did not ask the staff, patients and others about the patient care so
it makes the resistance from the employees side as no concerned was taken from the employees.
In order to mitigate the resistance the CEO of the employees has adopted the change model and
makes the employees to adopt the changes which are useful for the trust. As managing the
resistance is quite challenging for the employees as it is difficult to adopt the new techniques to
manage the staffs and patients (Dzwigol and et.al., 2019). The CEO of the trust has adopted the
Kotter's theory of change model in order to mitigate the employee resistance. This change model
usually describes the eight stages which makes the organization to make their employees to
adopt the changes. By making them know about the importance of the changes the employees
must adopt the changes which they were resisting. The employees of the service sector must
examine the opportunities and helps them to overcome from the threats. Analysing the
opportunities and threats will help the service sector to cope up with the changes and use the new
and innovative technology. By having the resistance and recruiting the more employees in the
service sector it will increase the efficiency of the employees. The organization can make and
create the new team and communicating with the teams by making them know about their work
and responsibilities the employees will be adopting the changes. By adapting with the changes

the organization must remove the barriers and focus on the objectives (Bögel and et.al., 2019).
As the service sector is adopting the changes and the employees resist to changes, so they can
provide the benefits to them which makes them to cope up with the changes. There are some
methods to adapt the changes which are providing training and development session, providing
management skills training, making proper availability of staff. Availability of the foods and
providing better care for relaxing, etc. will help the employees to adapt changes. The change
management is must as it makes the healthcare organization to know about the different methods
and strategies to have good external and internal environment. Having the effective
communication is one of the important factor for adopting the changes by the employees.
Trust can have some interventions which makes the employees to adopt the changes and
creates the proper healthcare facilities in the hospitals. As the staff wee not adequate, so the
organization can recruit the new staff and nurses which used to distribute the work on the equal
basis. As by adopting the changes it makes the staff to leave the job as they cannot work in the
changing environment (Le-Dao and et.al., 2020). By resisting the change it makes the employees
to have poor communication and lack of trust within the organization. The hospital can use the
following interventions to overcome from the resistance to change which are as follows:
1. Overcome from oppositions: The organization should engage those employees
who are opposing from the changes. By this, it makes the employees to see what
changes that the trust is adopting by knowing its importance in the healthcare
facilities of the patients (Carman and et.al., 2019). This makes the organization to
have the proper communication with the new and working employees o the
hospitals. As innovation makes the improvements in the employees so the
changes mus be adopted by them.
2. Effectively engage employees: Before resisting from the changes the employees
must listen properly to the change. The organization must inform about the
changes and take feedback from the employees in order to adopt the change r not.
By taking concern from the employees side it makes them feel valued n the
service sector. By making the employees engage in the organization it makes the
to know about the importance of having the changes in the organization. They
must plan the changes by taking concern with the employees which makes them
to work with the changes.

3. Implement the changes in several stages: The organization must implement the
changes in the several stages as the changes cannot be adopted at once (Campbell,
2020). The cited hospital should prepare their employees for the changes and then
they must take the action on the planned changes. The trust make sure that the
changes are adopted as per the planned objectives.
4. Communicate the changes properly: This is the best way that the organization can
do in order to make their employees to mitigate with the changes. The cited trust
must inform the employees by having formal and informal communication and
make them know about the changes. By having face- to- face interactions or by
having the meetings with the employees, this makes them to cope up with the
changes. The trust can use the different other methods in order to communicate
with the employees and explaining them about the goals and expectation by
adopting the changes.
Kubler-Ross change curve
The kubler-Ross change curve is the model which is basically used by the service sectors
in order to deal with the changes and transition. This model is consists of the different stages
which are shock and denial, anger, bargaining, depression and acceptance. The service sector can
use this model in order to make the patients and service users to accept the changes done by
them.
This theory used to describe the internal and the emotional journey that helps the
individual to have the good experience dealing with the changes in the sector. The cited service
sector must follow the stages of the theory which helps them to have the better experience while
having the changes in their sector.
CONCLUSION
From the above it is concluded that the trust was facing the lots of problems in their
service sector. The staff was so less that it was providing proper facilities to the patients and
there was shortage of the cardiac monitors. So the report has described about the change model
which are Kotter's change model of change and Lewin change model by making the
recommendations to the trust in order to be competitive organization. At the end it will evaluate
about the change model to make the employees to adopt the change rather that resist from the

changes. By focusing on the interventions, the service organization or CEO can make the
employees to mitigate with the resistance from the employees.
RECOMMENDATIONS
It is very important for the healthcare centre to adopt the changes as it makes them to
adopt the new and innovative technologies and resources. The hospital can focus n the following
recommendations in order to adopt the changes and make the employees to adopt the changes
which are as follows:
1. It is suggested to the organization that they must first communicate with the staff
and nurses in order to adopt the change. As they are the main who have to work
on the changes, so they must know about the changes.
2. Further it is recommended to trust that they must determine the impacts which
used to have effect the services of the organization.
3. In order to have the change management, the organization must develop the good
communication strategy with their employees in order to make them know about
the changes (Vokes, Bearman and Bazzoli, 2018).
4. It is recommended to the trust that they must prepare the proper plan in order to
adopt the changes on proper basis.
5. It must create positive environment and which enhances the employees to work in
that positive environment.
6. It is suggested to the organization that they must support the employees in
adopting the change as it makes them to feel valued in their working.

REFERENCES
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Care Gaps in a Federally Qualified Health Center: A Rural Kentucky Case
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business results, change management, and human progress. Productivity Press.
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Online
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