Leading Change in Health and Social Care

This report analyzes how change management is being implemented through the change policy no-shows and late arrivals in NHS. It covers factors that drive change, underpinning theories of change management, approaches to support change, importance of effective change management, assessment and selection of relevant tools and techniques, and more. The report also evaluates the effectiveness of quality systems, policies, and procedures used in the health and social care setting.

Leading change in health and
social care

Table of Contents
Table of Contents...........................................................................................................................2
INTRODUCTION...........................................................................................................................3
MAIN BODY...................................................................................................................................3
TASK 2............................................................................................................................................3
3.1 Factors that drive change..................................................................................................3
3.2 Underpinning theories of change management................................................................4
3.3 Description of approaches to support change...................................................................5
3.4 Importance of effective change management...................................................................6
4.1 Assessment and selection of relevant tools and techniques.............................................6
4.2 Development of a plan for implementing change within an organization.......................7
4.3 measures for monitoring and evaluating the progress of the plan....................................7
5.1 Possible risks associated with organizations change process...........................................7
5.2 Apply a stakeholder analysis to understand possible resistance to change......................8
5.3 Appraise relevant strategies to manage resistance to change in organization..................8
5.4 Evaluating the effectiveness of quality systems, policies and procedures used in the health
and social care setting.............................................................................................................9
5.5 Factors influencing the achievement of quality in health and social care provision........9
5.6 Ways in which health and social care service could improve quality of service provision
..............................................................................................................................................10
CONCLUSION..............................................................................................................................10
REFERENCES..............................................................................................................................11

INTRODUCTION
Change management is the process of the organization leading to the changes within the
system working (Hrytsenko & et.al., (2021). NHS is the publicly funded healthcare systems of
UK serving the best facilities to their patients.
The report will analyze how change management is being implemented through the
change policy no — shows and late arrivals. Along with this, quality and standards of NHS will
be measured and described in detail. Various approaches, tools and techniques will also be
described within the NHS organization. Resistance to change will be described in detail for the
policy being implemented and framed for the patients effectively.
MAIN BODY
TASK 2
3.1 Factors that drive change
There are some factors that drive change to health. They are as follows:
Political- It means government is changing policy and procedures which affect performance of
health and social care. It is essential to make plans after analyzing political factor so that better
services can be provided to people. In different countries, rules and regulations are different and
it is essential to make plans after analyzing market situation so that better services can be
provided. It is important to focus on strategies made by government. This helps in achieving
goals and objectives of company and good services can be provided to customer (Goodwin,
2017). This creates positive image in market.
Cultural- People are from different background and it is important to make plans and strategies
as per choice of customer. It helps in satisfying need of people and better plans can be made
which is beneficial for company.
Technological- Technology is changing day by day and it is important to apply new technology
so that better services can be provided to people. It is essential to focus on technology and to
satisfy need of people good quality products and services should be provided to customers.
Competition is increasing day by day and to gain competitive advantage it is essential to make
good quality products and in health and social care good services should be provided to
customers.
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Legal- It means to apply rules and regulations in an organization so that goals and objectives can
be accomplished (Maguire & et.al., (2018). There are many rules and regulations which must be
applied in an organization so that targets can be achieved.
3.2 Underpinning theories of change management
Lewin theory of change management
Lewin model of change management includes, three steps i.e., unfreezing, changing and
refreezing. This theory is simple and helps in understanding change process. The process
includes, creating perception that a change is needed, moving toward new, desired level of
behavior. This theory has the following three stages: Unfreezing - Before a change is implemented, companies have to go through first step
i.e., unfreezing. In this step, the goal is to create awareness of how current level of
acceptability. In this stage, communication is essential because it helps in completing
work on time and it reduces chances of misunderstanding or confusion. It is essential to
apply communication stricture so that work can be completed on time.
 Changing- This is also known as the transitioning phase where the implementation of
change is done in organizations such as NHS. This is the phase when new behaviors and
processes are learnt by people (Mason & et.al., (2017).
 Refreezing- It includes, reinforcing and stabilizing the new state post change. This is the
stage where the new processes and goals are accepted and refrozen.
Chaos Theory
This is another change theory which can be used for structuring change in the healthcare
environment. As per this theory, small random changes make significant impact on the
organization at a larger level. This theory also stresses that for the change to be successfully
assimilated within the organization, it is necessary that the staff are provided with the required
resources.
Theory of Planned Change
This theory was proposed by Lippitt, Westley and Watson and focuses on the responsibility
of change agent in bringing the change. They proposed a seven step model which lays emphasis
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on the participation of those people who are directly affected by the change (Klinga & et.al.,
(2018). The seven steps are given as follows:
1. Diagnosis of the problem
2. Assessment of capacity of change
3. Assessment of resources and motivation of change agent
4. Setting objectives of change
5. Deterring role of change agent
6. Maintaining the change
7. Termination of supportive relationship once the change is established
3.3 Description of approaches to support change
Approaches Education and communication- This is an approach that helps in supporting change by
educating the staff regarding change and its impacts. Proper communication also assists
in bringing change in the behavior of the staff which results in acceptance of the change.
 Participation and involvement- This approach makes the staff feel as a part of the change
process thus making them as the change agents. In this way, it supports change process
within organizations like NHS.
Tools Whatfix- This is a digital adoption platform which performs the work of filling the gap in
change management (Lavoie‐Tremblay & et.al., (2017). It is an interactive platform that
assists in providing ongoing training to the employees.
 ADKAR Analysis- This is a coaching tool that ensures proper involvement of employees
in the change process. It is an acronym that standards for Awareness, Desire, Knowledge,
Ability and Reinforcement.
Techniques
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 Flowcharts/ Process maps- This is a technique that supports change by visualizing
various processes in the organization that will benefit the staff and other involved in the
change. Flow charts assist in mapping out the current state in which the organization is
thus helping in deciding the direction of change.
 Culture mapping- This is another technique which supports change by visualize the
culture of the organization. In this way, through this technique, the information which is
crucial for the change initiative can be discovered (Adsul & et.al., (2017).
3.4 Importance of effective change management
Effective change management is important for service provision as it makes the change
imbibed at all levels within the organization. Effective management f change within a healthcare
organization like NHS helps in assessing and understanding the impact of change. This assists
the organization in formulating appropriate strategies within the required time. Furthermore,
when the change management is effective, the resources are aligned within the business which
supports the change. It also helps in reducing the time needed for implementation of change. All
these factors affect the provision of service in a positive manner. Not only it enhances the quality
of service provision but also reduces delays (Goodwin, 2017). This leads to better health
outcomes as services are provided on time. Further, effective change management provides
support to the staff y making them understand the change process thus leading to their better
cooperation. This further leads to provision of better services by the staff as they feel connected
to the change.
4.1 Assessment and selection of relevant tools and techniques
Following tools and techniques can be used for implementing and managing change at NHS: Force field analysis- this helps in managing the change effectively by identifying the
forces that drive as well as inhibit the change. In this way, organization is better able to
manage change by taking steps to tackle the forces which act as a barrier in change.
Moreover, NHS can focus on strengthening the driving forces of change such as
employee retention and training. This further helps in pushing through the change
process.
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 The Buy- In index- In this technique a short survey is conducted at specific intervals when
the project is being implemented. This helps in tracking the attitudes of staff at various
stages of the change project (Maguire & et.al., (2018). As the respondents of the survey
are able to view their own familiarity with the change project, this index performs the
work of a reinforcement tool.
4.2 Development of a plan for implementing change within an organization
The change which is to be implemented at NHS is regarding reduction of patient waiting
times. For this, a policy for no-shows and late arrivals is to be created. Patient waiting times
increase due to those people who either do not show up for appointment or arrive late. As a result
of this policy, he staff corresponding to each department will have to record details regarding
patients who do not show up or arrive late. This policy will require the staff to inform all those
patients who are more than 30 minutes late to reschedule their appointment. In order to
implement this policy, eh staff will have to be trained for identifying such patients and recording
their details on the online platform. Following it, a separate team will have to be made and
assigned the responsibility of information the patients who are late that they will need to
reschedule the appointment. Training also needs to provided regarding formation of separate
queues for managing the patients in each department at NHS.
4.3 measures for monitoring and evaluating the progress of the plan
To monitor the progress of the change plan at NHS, survey can be conducted. This will
be an efficient measure to determine the success rate of the change plan. The patients can also be
included in the sample for survey as they will provide accurate information about reduction in
waiting times. The plan can be evaluated by using various criteria and ranking them on a scale
(Lavoie‐Tremblay & et.al., (2017). In this way, the progress of the change can be evaluated.
Weekly inspections can also be conducted at NHS for monitoring the change plan.
5.1 Possible risks associated with organizations change process
The change process is risky which is associated with NHS and this brings the change
within the process which is being followed at NHS. The possible risks which are associated with
NHS change process are mentioned below as -
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 There can be change saturation within the change process at NHS.
 Impact on the patients at NHS during the change process which has been taken place and
has turned out to be risky (Curtis & et.al., (2017).
 The major risk of legacy of the failed change process in NHS organization is also an
aspect.
5.2 Apply a stakeholder analysis to understand possible resistance to change
Stakeholders analysis for the resistance to change which has been implemented through
the policy is that NHS has created the policy so that there are no chances of late arrivals and no
— shows of the appointments taken by the patients. This stakeholder analysis helps in
acknowledging the value of the change policy which has been framed and which helps in
knowing that the government, NHS, patients all are involved within the change process through
the policy which has been implemented. The resistance to change has been the major source
through which NHS has taken chances and has adopted ways through which all aspects are
concerned at large scale and this helps in making and framing the policy to be considered and
approved by the government as this is beneficial for both patients and NHS organization.
5.3 Appraise relevant strategies to manage resistance to change in organization
There are various relevant strategies to manage resistance to the change policy which has
been implemented in NHS. The relevant strategies are described as follows -
 The strategy of facilitation and support involves in providing the positive support top the
patients in the new change policy to allow them to fulfill their jobs and roles.
 The participation and involvement strategy helps in managing the resistance to change
within NHS as it helps in creating the value through which active involvement of patients
is necessary in the change policy which has been implemented for them so that there is no
way of turning to no — shows or late arrivals for their appointments (Rafferty & et.al.,
(2017).
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 Education and communication is yet another strategy for the resistance to change in NHS
so that the policy being framed helps in knowing why the change has taken place and to
ensure that the patients are fully aware of the policy which has been taken into action.
5.4 Evaluating the effectiveness of quality systems, policies and procedures used in the health
and social care setting
The effectiveness of quality systems, policies and procedures used in NHS is that the policy of
no — shows and late arrivals has been introduced for the patients which has been taken into
consideration so that there are no late arrivals of the patients and if they arrive late then the staff
informs all the patients who are 30 minutes late to reschedule their appointment. This will help in
knowing that the policy is being utilized within NHS so that the change policy helps in taking
and framing proper appointments. This helps in increasing the quality services of NHS and also
creates value through which all perspectives of framing the no — shows and late arrival policy
creates benefit to the patients and the organization.
5.5 Factors influencing the achievement of quality in health and social care provision
The achievement of quality in NHS provision can be attained and improved by proper
planning, training and education, availability of resources and supportive visionary leadership
which helps in diverting the scale through which all possible facts and information is known for
the NHS. There are various factors which influences the achievement of quality in NHS
provision through the scale of how the changes can be seen and observed as per the aspect
through which geographic area of residence, race and ethnicity and poverty and its correlates are
being measured at large scale (National Academies of Sciences, Engineering, and Medicine.
(2018). The achievement of quality are the aspects through which the quality in NHS is being
affected and through this main aim is being analyzed and evaluated at large scale for the policy
that has been framed. For achieving the quality of the health and social care provisions which are
being provided at large scale helps in evaluating the perspectives of the patients.
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5.6 Ways in which health and social care service could improve quality of service provision
With the help of the new change policy which is being implemented for the patients so
that they are attentive towards their appointments. The health and social care service which is
being provided to the patients through the new policy helps in creating value for the NHS and
increases the importance of how the patients are taken care of within the health and social care
setting (Surr & et.al., (2017). The no — shows and late arrivals' policy will also help in creating
value for the patients who have missed their appointments as they can reschedule their
appointments. The health and social care services within NHS can be provided to the patients
through different aspects such as investigating into patients regular checkups and ensuring that
they are improving in their health.
CONCLUSION
Thus, it is analyzed from the above report that how change management was being
implemented through the change policy no — shows and late arrivals. Along with this, quality
and standards of NHS were being measured and described in detail. Various approaches, tools
and techniques were also described within the NHS organization. Resistance to change was
described in detail for the policy being implemented and framed for the patients effectively.
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REFERENCES
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the models, tools and techniques of organizational change. Kogan Page Publishers.
Curtis, S. & et.al., (2017). Impact of extreme weather events and climate change for health and
social care systems. Environmental Health.16(1).23-32.
Goodwin, N., (2017). Change management. In Handbook integrated care (pp. 253-275).
Springer, Cham.
Hrytsenko, P. V. & et.al., (2021). Analysis of the Definition of “Change” as an Economic
Category.
Klinga, C. & et.al., (2018). Understanding the dynamics of sustainable change: A 20-year case
study of integrated health and social care. BMC health services research. 18(1). pp.1-12.
Lavoie‐Tremblay, M. & et.al., (2017). Innovation in health service management: Adoption of
project management offices to support major health care transformation. Journal of
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Maguire, D. & et.al., (2018). Digital change in health and social care. King's Fund.
Mason, P. & et.al., (2017). Overcoming barriers to implementing electronic health records in
rural primary care clinics. The Qualitative Report. 22(11). pp.2943-2955.
National Academies of Sciences, Engineering, and Medicine. (2018). Crossing the global quality
chasm: Improving health care worldwide.
Rafferty, A. E., & et.al., (2017). Subjective perceptions of organizational change and employee
resistance to change: Direct and mediated relationships with employee well‐being.
British Journal of Management.28(2).248-264.
Surr, C. A. & et.al., (2017). Effective dementia education and training for the health and social
care workforce: a systematic review of the literature. Review of educational
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