Evaluating the Impact of Change on Healthcare Organizations

This report delves into the multifaceted impact of change within health and social care organizations. It examines the effects of change on service delivery, front-line staff, and various stakeholders, including direct service users and their families. A SWOT analysis is conducted to assess strengths, weaknesses, opportunities, and threats. The report evaluates the impact of change on service organization and delivery, considering both positive and negative consequences. It also assesses the impact on stakeholders, including service users, and explores the benefits of change for the organization and its stakeholders. A stakeholder matrix is constructed, and SMARTER objectives are identified to address the future impact of change. The report proposes an organizational response to changes and discusses how it might be communicated. It explains key principles of change management, how changes in health and social care are planned, and how recent changes affecting the organization can be monitored. The report concludes with a comprehensive overview of the findings and provides relevant references.

HEALTH AND SOCIAL CARE

Table of Contents
Section 1 – Background and Introduction............................................................................................3
Section 2...............................................................................................................................................3
Swot analysis...................................................................................................................................3
Section-3...............................................................................................................................................4
Evaluate the impact of the change on your organisation and staff with particular reference to how
services are organised, the effect on front-line staff and the effect on service delivery. ................4
Assess the impact on other stakeholders such as users of services: direct users; families of those
who use services. ............................................................................................................................5
Consider the benefits of the changes for the organisation and other stakeholders..........................5
Construct a stakeholder matrix to assess the impact of change, and identify at least three
SMARTER objectives to deal with the future impact of the change.
.........................................................................................................................................................6
Propose an organisational response to changes and how it might be circulated.............................8
Section 4...............................................................................................................................................8
explain the key principles of change management and how changes in health and social care are
planned. ...........................................................................................................................................8
Change management theory.............................................................................................................9
Assess how to monitor recent changes in health and social care services that might affect the
organisation....................................................................................................................................10
Conclusion..........................................................................................................................................11
REFERENCES...................................................................................................................................12

Section 1 – Background and Introduction
Change make impact on the health care services in both manner directly or indirectly. It can be
positive or negative for the organisation. National healthcare services is the name used for all
healthcare services in United Kingdom. It provides all services related to health and social care.
This file will include the impact of change on the organisation, effect of front line staff and service
delivery. Impact on the stakeholder, users who use the services of the organisation, benefit of
change on the stakeholders, key principles in change management and how change make impact on
the organisation directly or indirectly. The NHS changed with Health and Social Act 2012 bringing
the most wide platforms of the NHS since it was founded in 1948. Fladbury Dental Surgery it’s a
mixed practice which is situated in Tottenham and has the privilege of caring patient over 50 years.
Our mission is to help the people by improving their oral hygiene and providing dental treatments.
Some patient are very anxious and we try to make your experience more stress-free and
comfortable. We provide NHS service and private treatments, the NHS includes all the treatment
necessary to secure and maintain your oral health(Doppelt, 2017). There are some treatments such
as white fillings on the back teeth or whitening which are private treatments. The job of Care
Quality Commissions is to make sure that Health and Social care meets government standards of
quality and safety.
Section 2
Swot analysis
Strength
 excellent customer experience
 eliminate the risk of oral diseases
 decisions of the partners to modernize the clinic
 quality of the materials
Weakness
 staff untrained
 limited staff
 the practice needs refurbishment
 delay appointments

Opportunities
 qualified dentist
 growing market
Threats
 high cost of materials
 changes in information technology
Section-3
Evaluate the impact of the change on your organisation and staff with particular reference to how
services are organised, the effect on front-line staff and the effect on service delivery.
Through the change in organisation the whole environment of organisation is change. Changes
make both positive and negative impact on the organisation. Some changes are on the low level and
some of on the big level and the negative changes like cutting off jobs, decrease in salary,
downgrading in job position, change the location of job etc. Other changes like change in structure,
size etc. The changes make impact on the organisation no matter the change is big or small. The
service runs in the organisation in proper way(Espedal, 2017). Patients and residents have access to
broad variety of services.
Impact of change on front-line staff- Through the change of organisation at first the staff affected.
It is naturally to close with the people with whom they work together. Staff feels comfort with each
other. Changes in the organisation make impact on them. Through the change the negative impacts
on the employees are lost their confidence in management, afraid about loss of job, increased time
away from work, loss of loyalty etc. Other side the positive impact of change on the organisation is
increasing efficiency, encouraging innovation, improved attitude, new opportunities etc.
Impact of change on service delivery- In healthcare organisation the main thing is service
delivery. Both healthcare provider and patients want better outcome. With the change in
organisation it makes impact on the service delievry process. It is all upon employees that in which
manner they are affected. Mostly the changes impact positively on the employees in the healthcare.
Trough the change they know that good work will give them opportunities to grow up. So the
service delievry run effectively with the change in organisation.

Assess the impact on other stakeholders such as users of services: direct users; families of those
who use services.
Stakeholder- The person or group that have interest in organisation. Stakeholders are affected by
organisation and organisation also affected by stakeholders. Some examples of stakeholders are
creditors, directors, employees, government, owners, suppliers etc. When the organisation needs to
cut costs then it directly effects on the stakeholders.
Through the change in the organisation the stakeholders affected. They are the part of the
organisation. Stakeholders affected by change because they do not know where he changes will go
and what will it impact. It affects them in positive or negative manner. It will profitable for the
organisation or may be non profitable for the organisation.
Impact of change on service users-
The service users are the patient in the health and social care. Mainly the patients impacted through
change in the healthcare. Through the change in organisation the employees are affected and if they
are negatively affected then their behaviour in the organisation with the people will not good. Their
behaviour affected the patients too much and ruined the patient experience. It is most important
thing for the health care organisation to take care of their patients in proper way. The goodwill of
the organisation depends on the outcome. Service users afraid of regarding the service and
employees. They think that the doctors and staff are changed and now the better outcome will come
or not. They also think about the policies of the organisation and impact of their policies on them.
They get tensed about the benefits which provide by healthcare organisation and the government.
These type of many thing make impact on the service users in negative way. On the other side the
changes also create positive impacts on service users(Yoder-Wise, 2014). New structure attracts the
patients toward them. It directly impacts on the employees and other stakeholders of NHS because
they are the direct users of the organisation. Change build their capabilities to catch the market
opportunities.
Consider the benefits of the changes for the organisation and other stakeholders
It is not easy to think about change in the organisation because it creates positive and negative
impact on the organisation. There are some benefits which comes through changes in the
organisation-
Benefits of changes to organisation
 Through change the organisation can respond faster for the demand of customers.
 It helps in aligning existing resources within the organisation

 Change allows the organisation to assess the overall impact of a change
 Effectiveness and efficiency in the organisation improved
 Increases in performance of employees
 Increased return on investment
 Creates an opportunity for the development of best practices, leadership and team
development
Benefits to the stakeholders
 Effective change supports a smooth transition from the old to the new
 Change develops efficient communication in NHS
 It Improves cooperation, collaboration and communication
 Change management accentuates positive opportunities in the process within the
organisation
 Change create better outcome and it will create profitability.
 They feel motivated and are prepared to rake calculated risks
 They are empathetic, and able to see things from others’ perspectives
 They are flexible, creative and are not intimidated by trying new things and thinking of
different options
Construct a stakeholder matrix to assess the impact of change, and identify at least three SMARTER
objectives to deal with the future impact of the change.
Stakeholder matrix- Stakeholder matrix is also called stakeholder analysis. It is the process of
assessing the changes. Identify the stakeholders who have interest in it and who impacted through
changes or programs. It is the technique to identifying needs and wants of the stakeholders. It
analyses the stakeholder in the project.
Steps of stakeholder matrix
Identify- Mainly stakeholders fall into two categories first who contribute in a project and second
who affected by the project. In this step it has to identify that in which situation the stakeholders
come. Sometimes stakeholders come in both the category. Assume that the stakeholder provide new
IT tools to NHS then they contribute in the project but they are also affected by the project
outcomes.

Analyse- In this step the role and expectations of stakeholders identifying. Analyse through using a
matrix which map the stakeholders according to their interest and influence. Through this mapping
identifying the level of involvement of the stakeholder in the organisation or project(Järvinen and
Karjaluoto, 2015).
Prioritise- Once the organisation identifies the stakeholders then they can prioritise their need. By
mapping of stakeholder the organisation can easily map their engagement level.
High power and highly interested people- Customers, suppliers, shareholders
High power and less interested people- Government
Low power and highly interested people- Community, employees
Low power and less interested people- Stakeholders group
Engage- It is the last stage the organisation can engage itself with the stakeholders to win their
support and understanding.
Smarter objective-
5 M
Men- People are only who make the organisation. Both service users and providers are people.
Organisation has to motivate them to stay with the change and challenges which will have to face in
the future.
Machines- Technology is the tool which from the organisation runs and healthcare industry totally
runs by technology. Pre maintain the machines including structure, design, reliability, performance.
It will help to face the future challenges.
Minute- Time plays main role in the effective running of the organisation. Time managing tool can
help in the future to lead the challenges.
Money- Money is the medium which can use for exchange the goods and services. Financial
condition make the organisation strong and this can help in the future to face the challenges.
Material- In the healthcare industry material refers to the services which provide by the healthcare
organisation. If the services and outcomes are good then it is easy to survive with change.
Ways to communication with stakeholders- It can be helpful for NHS to communicate with the
stakeholders time to time. Provide them information regarding any change or new project which
will happen in the organisation. It makes impact on the health care industry and impact gain in
positive way. Communication is the best thing to motivate anyone and the stakeholders who
contribute directly or indirectly in the project, they have to aware about the changes. Through

exchange of information the new ideas come and it will help the organisation.
Marketing and customer experience- Through marketing people aware about the industry and its
products and services. When people are aware about the services then they come for treatment. In
health care organisation the better outcome demanded. Better outcome make the patient satisfy and
this can improve the goodwill of the organisation. NHS also provide better outcome to the people.
This thing will help in the future.
Propose an organisational response to changes and how it might be circulated
Changes make impact on the overall organisation including stakeholders. All stakeholders both
internal and external, affected by the change. With response of change the NHS should hire new
employees to make the environment sustainable. New employees who are able to lead the
organisation and able to give better outcome to the people have to recruited. Training and
development also needs to the employee for best outcome. Communication plays major role in the
better outcome so NHS should have to communicate with the customers and stakeholder because it
is very important thing. Stakeholder have to aware about the changes and new projects which will
happen in the organisation.
Section 4
explain the key principles of change management and how changes in health and social care are
planned.
Addressing the human side systematically- A formal approach to managing change start from
leadership and stakeholders engagement. This demands as much data collection and analysis,
planning, and implementation discipline as does a redesign of strategy, systems, or processes. The
change in health care planned on the bases of the stakeholders and leaders.
Start at the top- Leaders catch the new approaches at first, both to challenge and motivate the rest
of institution. It is time to manage the individuals who are going from stress. It is the other stage
which planned in the change of NHS.
Involve every layer- It involves every layer of organisation which start from strategy planning and
ends on strategy implementation. They affect different level of organisation.
Make the case- This stage provide road map which guide the others for the future. It is for aware
the people about changes.

Create ownership- It is created by involving people in identifying problems and crafting solutions.
It is reinforced by incentives and reward.
Communicate the message- Communication is the best thing in the organisation. Communicate
the message from bottom to top management and take feedback from the employees regarding
them(Järvinen and Karjaluoto, 2015).
Speak to the individuals- Individuals need to know that how their work will change. The thing
which expected from them during programme and after the program. It is the common thing which
have to know to the individual.
NHS planned the change management on the basis of these all. These all the steps which considered
in the change management principle.
Change management theory
Kurt lewin's change management model
This model involve three steps of change and that are following-
Unfreeze- It is the first stage of change management. Before a change can be implemented it go
through the initial stage of unfreezing. The people who works with the organisation are changed
themselves according to that environment and it isn't easy to stay with change for the people. The
People set their mind according to the work environment. The way of thinking, process and people
all of these been habit of the employees in the organisation. Communication is the important thing
which needed on this initial stage of unfreezing(Lopez and Wise, 2015).
Change- It is the stage where change implemented. In this stage the organisation switch from the
old process to new process of work. Adopt change is not easy for every people in the organisation.
Some people struggle with the change stage because they do not put themselves in that particular
change. Some people feels good with the change because they have positive vibes in the
organisation and they make their work according to the new process. It is upon leaders that how
they adopt the changes and how they motivate others for changes.
Refreezing- This is the final stage of change. In this stage the employees has adopted the change
and stay with the change in the organisation. It is the important stage according to Kurt lewins
because it in this stage it has to identify that the old memories and the old way of thinking and
process has gone or not. It makes impact on the organisation because if the people of organisation
can not change themselves according to work environment then the organisation can not catch the
opportunities.
Advantage

 This model can help to identify the strength and weakness of the employees
 It can help to motivate them in the organisation for work
 It develops the employees as well organisation
Disadvantage
 Employees development reduce
 This model is not able to satisfy employees
Assess how to monitor recent changes in health and social care services that might affect the
organisation.
To monitor the recent changes in the organisation there are following methods-
Pricing- It is the most affecting factor of any business. In health care organisation the changes
impacted by price. Control on the price so that the customers will not leave. To attract the customers
pricing is the best policy. They only want better quality in affordable price(Hillson and Murray-
Webster, 2017).
Choice and competition- Changes always made to understand the competitors and their strategy
which applied in the market. It is better for the health care organisation to understand their
competitors and after that follow the new process of change.
Continuity of services- It is most important for the organisation to provide their best services7 to
the customers because the healthcare industry is known by its services and outcome.
Integrated care- enables the provision of integrated services by requiring providers not to do
anything detrimental to enabling integrated care, where it is in the interests of patients.

Approaches to change management
Education and communication- Organisation has to recruit the employees who are well educated
and better in communication. Healthcare is the field in which communication is needed.
Negotiation- It is the next approach to change management and it is very useful approach to the
organisation. Sometimes it is happened that the employees are not satisfied with work and issue
related to salary then that time the negotiation is needed(Kang, Gray, and Dovidio, 2015).
Facilitation and support- It is also needed in the organisation. The employees want satisfaction at
the workplace and support of the leader and any other member motivate them for the work in the
organisation.
Participation and involvement- It is important for the organisation to free the employees for
participating in the decision making process.
Conclusion
From the above study it has been summarised that the change in organisation make impact
on the NHS. The employees and other stakeholder affected through change. Used different theories
which related to the organisation change. The advantages and disadvantages of the theory also
described above. Described different approaches to change management and their link with the
NHS.

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