Report: Facilitating Changes in Health and Social Care Services

This report delves into the critical aspects of facilitating change within healthcare and social care services, using the Royal United Hospital Bath (RUHB) as a case study. It begins by identifying key factors that drive change, such as staff quality, patient dissatisfaction, and safety issues, and assesses the challenges associated with these driving forces. The report then proposes strategies and criteria for measuring the impact of recent changes, including Total Quality Management (TQM) and performance metrics. It evaluates the impact of these changes on various stakeholders, including service users, staff, and the organization, and suggests appropriate service responses, such as workforce training. Furthermore, the report explores the key principles of change management and outlines the planning and monitoring of changes within the healthcare context. The report provides a comprehensive analysis of change management in healthcare, offering valuable insights and practical recommendations for improving service delivery and patient outcomes, and also provides insights into the CQC report.

Facilitating changes

TABLE OF CONTENTS
Introduction......................................................................................................................................3
TASK 1............................................................................................................................................3
1.1 Key factors that drive changes...............................................................................................3
1.2 Assessing challenges for driving forces in health and social care services...........................5
TASK 2............................................................................................................................................6
2.1 Devising a strategy and criteria to measure recent changes in health and social care...........6
2.2 Measuring impact of recent changes on health and social care services against set criteria. 7
2.3 Evaluating the impact of recent changes in health and social care .......................................7
2.4 Propose appropriate service responses to recent changes in health and social care services 8
TASK 3............................................................................................................................................9
3.1 Key principle of change management ...................................................................................9
3.2 Planning of changes in health and social care ....................................................................10
3.3Monitoring recent changes in health and social care............................................................11
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13
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Illustration Index
Illustration 1: Force field analysis....................................................................................................5
Illustration 2: Kurt lewin change model........................................................................................11
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INTRODUCTION
In modern era, the health and social care prospective has also changed in diverse manner
so it has became necessary for health and social care organisations to bring some changes in
operational actions. In other words, it can be stated that the success of operational actions
depends on changes and modifications which boosts opportunities in healthcare context.
Moreover, facilitating changes also have great impact on service user perception and it also helps
in effective identification of issues and barriers which can influence strategic plan. Change is all
about having a transformation in services and conditions so that desired future opportunities can
be attained in an effective manner.
This report will focus on work culture of Royal United Hospital Bath in order to have
proper understanding about facilitating changes in the health care context. It will also provide
information about the recent changes which has impacted the work culture of health care sector.
Furthermore, it will also focus on key principles of change management so that Royal United
Hospital Bath can have effective implementation of change in its work culture.
TASK 1
1.1 Key factors that drive changes
Change is all about having diverse transformation within the work culture of organization
because of impact of number of significant factors. In support of this, it can be stated that it is
one of key need of RUBH to focus on factors which can lead some changes and amend business
opportunities. With the help of changes the management of RUBH can have easy access to
identification of work purpose and realize the human needs. It will boost the overall functioning
of industry with motive to meet social needs (Adams, 2007). Furthermore, ineffective staff
quality and increasing problems of patients serve as the indicators of change. Similarly, because
of improper environment patients get infected and their level of dissatisfaction increases to a
great extent. It enables the management of corporation to bring improvement in environment so
that patients can get good quality of services.
This in turn aid to increase level of satisfaction among patients. Apart from this, privacy
and dignity issues were faced by patients (Case Study - Royal United Hospital Bath NHS Trust,
2015). Along with that, improper communication increases gap between actual and expected
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results. All these factors assist the management of corporation to bring modification in quality of
services so as to meet expectations of customers in an effectual manner (Birrell and Heenan,
2012). These indicators for change help an organization to specify roles and responsibilities of
members of staff and guide them to provide right kind of treatment to patients. In addition to
this, safety issues are the major problem in all health system which also serves as drive for
change. By focusing on these elements or drives management can give upward direction to
corporation.
The above force field analysis is showing that there are different forces of change. It
consists of staff engagement, working with partners and care & welfare of people. However,
forces which are against the changes are less skilled time and lack of time. Further, all the above
stated and mentioned factors generate need of immediate change in RUHB. Therefore, according
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llustration 1: Force field analysis

to CQC report hospital must update its communication technologies and staff engagement must
be ensured in order to produce good end results (Goodwin, Gruen and Iles, 2006).
1.2 Assessing challenges for driving forces in health and social care services
According to the review of CQC report, it has been found that RUBH requires immediate
improvement in its service quality. However, there are several challenges against forces of
change. These challenges cover three parties like service users, staff and organization. It has been
explained as follows-
Services users
As per the CQC it has been found that several issues like catheter and urinary tract
infections, blood clots and pressure sores became severe problem for patients. In this regard,
patients require right kind of treatment so as to ensure their well being in an effectual manner.
This concept of change is proposed by patients because RUBH is not catering their need
effectively (Hiatt and Creasey, 2003). If these changes are not implemented then service users
will have negative impact on health conditions. Likewise, immediate change in the
communication technology may create barriers for patients to convey their demand to service
providers. In addition to this, environmental impact affect the health of patient and even services
providers can make efforts to provide safety. However, concentration of corporation proves to be
effective for patients to bring improvement in their present condition and discharge them in
shorter time span (King and et.al., 2014).
Staff
The communication barriers create problem for staff members This because they do not
get feedback on what they do. Also, employees get less training in providing effective care for
the staff. This ultimately affects their performance to a great extent. Furthermore, employees
working at lower level such as cleaning department do not get respect. This in turn create
negative attitude among them by which they cannot focus on their work (Miller and et.al., 2010).
Further, staff workers fear from using new technology for effective communication with patients.
They generally tend to have formal communication with colleagues and services users. In this
regard, use of updated technology become little bit difficult task for the company. Owing to this,
Organization
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The trust did not meet the regulations imposed by Care Quality Commission. It affected
overall performance of the corporation. However, after bringing improvement in the present
working condition management will be able to increase level of satisfaction among patients.
Further, in order to implement the changes, corporation need to incur cost and also have to
devote time. It contributes towards achieving long as well as short term objectives of firm. Apart
from this, proposed changes facilitate to retain staff workers for longer time span. Furthermore,
organization should plan training for staff workers. During to this time period, it might be
possible that patients may not be treated very well (Todnem, 2005).
TASK 2
2.1 Devising a strategy and criteria to measure recent changes in health and social care
There are different strategies and criteria to measure the impact of recent changes on
organization as whole. The main motive behind adopting effective strategies and criteria is to
reduce the gap between actual and expected results. It assists corporation to increase level of
customer satisfaction. In this regard, Total Quality Management can be referred as it assists
services providers to offer services with set of standards. With this, services users can get rid
from their serious disease and can be discharged on right time. It is also effective way to cater
need of vulnerable people (Donnelly and Neville, 2008). However, by adopting this approach all
staff members role will be clearly defined. It enables them to understand need of patients and
provide them services accordingly. Furthermore, TQM also proves to be effective in maintaining
quality of services in order to create competitive edge of the firm in the marketplace.
Furthermore, changes can be measured through following manner-
 Performance of staff workers can be measured in accordance with standard set.
 Reduction in accidental rate is also effective means to measure impact of recent changes.
 Survey can be conducted with patients so that they can provide their views with regards
to impact of recent changes (Dunhill, Elliott and Shaw, 2009).
 Work done by staff workers, need to be judged with different criteria like quality,
satisfaction of patients.
 Staff survey can also be conducted in order to identity the level of staff engagement.
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2.2 Measuring impact of recent changes on health and social care services against set criteria
The health care services will be improved by implementation of recent changes at
workplace. For example, criteria are set by adopting TQM and measuring the results in
accordance with different techniques like survey. It assists management to bring improve in
overall services and cater need of patients in an effectual manner. Here, management lays
emphasis of ward of children and old age people so their care can be taken in best manner. This
is because Care Quality Commission have noticed some of issues in mentioned department.
Further, immediate supervisors or employers adopt liberal approach in order to involve staff
members in the decision making process (Glassman and Hadad, 2008.). It aids to make them
valued for the corporation. However, at this juncture, it is very important for RUHB to organize
time to time meeting for staff workers. It consume extensive time as well as resources.
Furthermore, use of updated communication technology forces company to incur cost. Similarly,
staff workers are provided training to cater need of service users in an effectual manner.
Furthermore, recent changes forces service providers to keep record effective and discharge
patients on right time. This ultimately increases responsibilities of staff members as they need to
record data in an effectual manner. With this, vacant beds will be there to provide services in case
of emergency. Apart from this, employers responsibilities is also enhanced as they will have to
conduct the survey with patients as well as employees.
2.3 Evaluating the impact of recent changes in health and social care
The overall impact of recent changes can be evaluated by taking into account need of
different stakeholders. By implementing proposed changes staff members will work with
integrate. This is because they will be included in the meeting of corporation which facilitates
them to cater need to large number of patients in an effectual manner. On the other hand
shareholders who invested money in the firm also get good results. However, they can be
disappointed at the initial strategy just because of high cost. Further, third stakeholder as patients
get good quality of services in accordance with their requirements. Furthermore, government
also appreciate the efforts in case RUHB cater need of patients effectively. Apart from this,
proposed changes prove to be effective in following regulations which have been imposed by
CQC (Hugman, 2009).
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Furthermore, adoption of effective communication technology ensure clear cut
communication among different departments. It ensure cooperation among patients and doctors.
In addition to this, safeguarding of vulnerable people from abuse aid to protect their right and
generate positive attitude among them (McCreadie, Wright and Tinker, 2007). Furthermore,
changes aid to speed up in the flow of production and reduce the risk in the RUHB to a great
extent. In addition to this, CQC will get positive response from the current performance of
RUHB. Other than this, working with partners makes it possible for company to provide all kind
of treatment. This is because partnership leads to reduce risk by integration of resources like
finance, human and physical.
2.4 Propose appropriate service responses to recent changes in health and social care services
The service response to recent changes in health and social care services will be given by
providing training to workforce. It enables staff members to cope up with changing scenario and
cater need of patients in an effectual manner (Moss, 2012). Here, management will plan for all
the activities by allocating time as well as resources for all activities. For example training plan
will be scheduled by allocating experts and budget for the same. It may give negative return at
the initial stage and also increases responsibilities of employers. However, long run benefits will
be ensured whereby customer satisfaction will be also take place. Furthermore, during training
period or changes in prevailing working condition may force employees to resist. In such
conditions, it becomes impossible for company to provide services to patients. Furthermore,
supervisors are accountable to specify roles and responsibilities of staff and take feedback from
them on right time (Royal United Hospital Bath NHS Trust, 2015). With this, proper staff
engagement will be ensured. It aids to increase productivity and contribute in the direction of
growth and success of the firm. Not only this, employers are responsible to keep record related to
problems of patients in the form of feedback. It assists doctors and therapists to provide right
kind of services to patients. Ultimately, it is helpful in improving overall positive of the firm and
all the department will work with integrity (Stretch, 2007). Thus, proposed changes have both
negative and positive impact on RUHB.
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TASK 3
3.1 Key principle of change management
There are several key principle of change management at RUHB which are explained as
follows- Reducing resistance-It is the foremost factor which is considered at the time of
implementing change at workplace. This is because most of the employees resist change
in order to maintain their productivity as usual. Owing to this, management is
responsibility to reduce resistance by making employees understand about the need of
change. Also, staff workers are motivated through monetary and non-monetary rewards. Creating ownership-Under this, team leader can adopt strict approach wherein staff
workers are provided order to implement the change in less time. However, it put
pressure on workers to accept the change unwillingly but aid to improve performance of
the firm. Successful planning-The management of RUHB need to involve staff workers and
incorporate their decision in the implementation of change. Also, planning should be
done in accordance with proper analysis. It facilitates to reduce the barriers in
implementing proposed strategy (Planning and Executing Change Effectively, 2015). Smooth flow of communication-In order to implement change, all employees or staff
members need to provided detail information related to both negative and positive aspect
of changes in short time. Along with that, use of updated technologies can also be
communication among staff members in order to reduce gap between actual and expected
results (Mountain, 2004).
 Effective implementation plan and monitoring- Under this, it is very important that
management propose effective strategy for implementation of change. Similarly,
appropriate plan can be made to monitor the changes. At this juncture, criteria are set so
that performance can be judged against the same. It is the most important principle which
aid to develop valid outcome for the corporation and determine well being of all related
parties (Doughty and et. al., 2007).
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3.2 Planning of changes in health and social care
In order to plan for the proposed changes, following model will be adopted in the
organization. It consists of three steps which are explained as follows-
Unfreezing
It is the first step wherein management generally make staff workers understand about the
need of change. However, resistance of employees is likely to occur because of different pattern
of doing work. Also, staff workers fearful of new and updated technologies. Owing to this,
management make sure that smooth flow of communication is maintained in order to resolve
their queries. Further, benefits of proposed changes will be communicated in practical manner so
that resistance can be reduced to a great extent.
(Source:Planning and Executing Change Effectively, 2015)
Changing
After the completion of unfreezing stage the second step begin which is of changing.
Under this, company will actually implement updated technologies for record keeping. Also,
roles and responsibilities of employees will be defined in clear manner. Furthermore, employees
working in cleaning department will be informed to attend training and report on right time to
their respective supervisors. At this step, employees are provided training to provide treatment to
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Illustration 2: Kurt lewin change model

patients and take effective care of children ward. All the minor points will be taught to staff
workers.
Refreezing
At this step management of RUHB makes all the changes acceptable and routine work for
staff workers. However, for refreezing effective techniques like monetary and non-monetary
rewards can be provided to employees. This in turn proves to be effective to boosts their morale
and assist workforce work with integrity. Furthermore, new standards are set to assess the
performance and provide treatment to each patients. For example, record keeping at each and
every phase, taking feedback from patients on right time etc.
3.3Monitoring recent changes in health and social care
Implementation of changes is not the mere task of management until these gives expected
results. Owing to this, different techniques are adopted to monitor recent changes in health and
social care- Gantt chart-It is the effective process to monitor the changes as it consists of list of all
activities along with deadlines. With this techniques staff workers can manage their time
effectively and can implement the changes on right time. Furthermore, Gantt chart motive
employees to complete their task on right time. It helps to make them active in order
achieve long as well as short term objectives of the firm (Sulimani-Aidan, 2014). Direct observation-Under this, corporation need to observe the work done by staff
workers or employers. However, the observation is done in the light of set standard so
that variation can be removed by taking right step. This is the foremost aspect to give
positive feedback about RUHB to Care Quality Commission. However, such kind of
techniques can be used when services are rendered to patients. In addition to this,
proposed changes proves to be effective in providing good quality of services to patients.
 Taking feedbacks-Taking feedback is also one of the effective monitoring strategy. Under
this, employers or team can get feedback from patients regarding the quality of services
and behaviour of staff workers. This in turn facilitates management to bring modification
in the present working environment. Furthermore, it is also important to take feedback
from staff workers. It enables CQC to assess the performance of corporation in the light
of set standard. This will contribute in bringing improvement in the services of RUHB.
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