Report: Facilitating Change in Health and Social Care at Ferryview

This report provides a comprehensive analysis of change management within Ferryview Health and Social Care Centre, situated in Woolwich, London. It begins with an introduction to change management, defining the process and outlining the centre's background. The report delves into the CQC report, offering insights into the centre's performance. It then explores key frameworks such as SWOT, PESTLE, and the 5M model to assess internal and external factors influencing change. The report further examines stakeholder theory and the impact of change on the organization and its staff. It identifies principles of change management and discusses planned modifications using Kurt Lewin's model, concluding with methods for monitoring these changes. The report provides a detailed examination of the challenges, strategies, and outcomes associated with change management in a healthcare setting.

FACILITATING
CHANGE IN HEALTH
AND SOCIAL CARE

TABLE OF CONTENTS
INTRODUCTION...........................................................................................................................1
SECTION 1....................................................................................................................................1
SECTION 2....................................................................................................................................3
SECTION 3....................................................................................................................................6
SECTION 4....................................................................................................................................8
CONCLUSION.............................................................................................................................10
REFERENCES............................................................................................................................12

INTRODUCTION
Change can be defined as a process in order to shift from one challenge to another and
also, to transform individuals towards new levels of thinking, believing and understanding
(Alessandro Basile and Rosario Faraci, 2015). In this report, Ferryview health and social care
centre has been taken into consideration. It is basically situated in Woolwich London, United
Kingdom. In the following report, background of company has been discussed in detail along
with definition of change management and also, CQC report of organisation. Further, SWOT
and PEST analysis as well as 5M model has been discussed in detail. In addition to this,
assignment also highlights the stakeholders' theory and also impact of change process on
people. Principle of change management is identified and modifications that are planned in
health and social care has also been discussed with help of Kurt Lewins model. Moreover,
methods in order to monitor recent changes have also been studied here.
SECTION 1
Introduction
In this section, Background of Ferryview health care centre has been explained. Along
with this, definition of change management and also CQC report that means Care quality
commission of Ferryview has been discussed.
Background of Ferryview health centre
Ferryview health care centre is situated at A205 John Wilson Street. It accommodates a
seven GP practice with community staff of health care services and team of a mental health.
This health care centre was actually designed and built by Yorkon limited and used method or
technique of innovation modular building. Main aim of this health care service is to provide
primary medical services in Woolwhich. They also have a dedicated team that basically treats
minor ailments that may occur and also, provide specialist management of long term conditions
and clinics that cover a wide and huge range of issues related to health care.
Change management
Change management is termed as a discipline that leads in directing individuals in terms
of adopting change in a successful manner (Kayleigh, 2018). This change management also
helps in driving success of a particular organisation and also brings out positive outcomes.
Further, there are three levels of change management that includes individual, organisational
and enterprise change management. In individual change management, there is huge
requirement of understanding experience of people regarding modifications. In organisational
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change management, there is requirement of identifying or determining groups and people who
have to be changed as per a particular project. They also have to consider the ways that are
needed for alteration. Later, customised plan is made that may lead them in ensuring that
workers receive awareness, leadership, coaching and training that are needed to accept change
in a successful manner. In addition to this, enterprise change management modifications have
to be taken place in roles, structures, process, projects and leadership competencies of a
particular enterprise. Thus, Ferryview health care centre adopts GP surgery which means
general practice that treats all common medical conditions and also refer patients to hospitals
with other services in terms of urgent and special treatment.
Ferryview health and social care is based on large purpose built premises and all three areas
were been visited for inspection. They offer community services.
CQC report of Ferryview health centre
CQC report is known as Care Quality Commission which is an executive non
departmental public body of health and social care department of United Kingdom. This
inspection was first established in 2009 in order to monitor health and social care service of
England (Kemp and Low, 2008). The main purpose of this report is to regulate services
provided by health and social care centres. These services include Treatment, care and support
that is provided by centres. Therefore, inspection was carried out of Ferryview health care
centre where overall practice has been rated as good. The key findings were as follows-
 Risks towards patients were assessed and managed in well and accurate manner.
 Staff are trained in such way that they gain high skills, knowledge and also experience
so that they can deliver effective care and treatment.
 Information were available and was also easy to understand about services and also
related to complaint procedure.
 By taking complaints and concerns into consideration, improvements were made in
terms of quality of care and also services.
 The leadership structure was clear and staffs that are involvement get good and extreme
support from management.
 There was open and transparent approach in terms of safety and effective system that
leads in reporting and recording important events.
Conclusion
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From above section it has been analysed that Ferry-view health care centre adopts
change that leads them in resulting high grade in CQC report. This report helps in analysing the
overall practice of the cited health care centre in a positive way.
SECTION 2
Introduction
In this section, three frameworks have been discussed that will lead in driving the
process related to change. Thus, models that are introduced include SWOT, PESTLE and 5Ms.
Thus, SWOT helps in analysing internal factors that affect Ferryview health care centre and
PEST helps in identifying external factors that affect business environment.
SWOT
SWOT analysis is that framework which is basically used in order to evaluate
competitive position of a particular organisation by determining strengths, weakness,
opportunities and threats (Kayleigh, 2018). Further, it is a model that leads in measuring do’s
and don’ts of organisation along with its potential opportunities and threats. SWOT analysis of
Ferryview health care centre has been described as below:
STRENGTHS
 Clinical staff are highly skilled.
 Ferryview has strong ethos in terms of
openness, sharing and commitment in
order to increase confidence of patient.
 Patients wants to get involved in every
event due to positive environment.
 There are number of local charities
who are actually willing in order to
participate.
 There is also a good history of
successful open day events.
WEAKNESSES
 Nurses are not available easily to meet
patients often enough.
 Lack of time for staff to manage or plan
any kind of events.
 Staff are not generally clear with their
roles in relationship with patients.
 They have their narrow focus on open
events rather than partnership
activities.
 Services are stretched in extreme
manner for additional activity.
OPPORTUNITIES
 There are active volunteer committees
that are willing to plan and organise
events accordingly.
 Use patients in order to contribute in
THREATS
 Confidentially is at all-time risk and
patients coercion are forced for doing
things that they are not willing to do.
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order to practice delivery.
PEST Analysis
Pest analysis is that framework that is basically used by marketer in order to analyse
and monitor external environment factors that affect Ferryview health care centre. Later, results
that have been generated from this are further used in determining threats and weaknesses.
Further, it has been discussed as below:
POLITICAL
 Government of United Kingdom has
introduced in such way that they have
mentioned use of bureau in order to
analyse criminal records of workers
that are working in a particular centre.
 They also introduced Safeguarding
vulnerable adult in which training is
been given that aimed in raising
awareness and also usefulness to
safeguard people that are vulnerable.
 This lead in driving the change
management process in Ferryview
health care centre to a large extent.
 Further, quality of change in terms of
GP surgery has also been undergone
quality test that has been put in place
by Government in terms of Care quality
commission.
 This helped cited centre in ensuring
that they provide care in such way that
meets government standards that is
related to quality and safety.
ECONOMIC
 As per latest change in economic that
took place in health and care centre it
has been determined that trust of
primary care receive 75% of budget so
that they provide health and social care
to people in effective and efficient way.
 They are further responsible in order to
ensure that services that are available
in Ferry-view can easily and smoothly
meet desires of people or patients in a
community or society.
 The cited organisation also has to
analyse that all the available services
are easily accessible to public.
SOCIAL
Government standards of United Kingdom
covers various aspects related to society
TECHNOLOGICAL
 Technology that has been introduced in
cited organisation has increased
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which includes following:
 Ferryview health and social care centre
treat people or patient with dignity and
respect.
 Try to meet needs of people easily.
 They also make sure that environment
in which they are working is clean and
safe.
 They also try to manage and staff
services accordingly.
effectiveness and also efficiency of
health and social care services.
 Technology has brought impact on
using of hoist that lead in improving
health of service user and also of
provider.
 This helped staffs in undergoing with
effective training sessions that is
related to operating new devices.
 In addition to this, medical technology
is a huge concept under which
innovation or change plays critical role
in order to sustain health.
5M model
5M model is a model that is related to risk management (Lisa van Rossum and et.al.,
2016). Thus, it is a simple method that is used in order to identify or determine reason and
problems that are basically based on five various causes. This has been discussed as per the
below table:
 Man- When change has to be adopted in Ferryview, there are number of questions that
arises in terms of human component that is guiding change process and also system
that is being used this. Thus, to make a successful investigation, there is a requirement
of investigator so that they can found the human failure so that they can easily
determine or identify underlying factor that may lead to this type of failures.
 Machine- Machine has been enabled as a great advances in health and social care
service. Thus, because of machine, human mental work has been reduced in
significant way that later leads in terms of increasing productivity.
 Medium- Medium means environment in which operation that has to be taken place in
Ferryview health and care centre. Thus, equipment that has been used and also the
person that works directly affects safety to a large extent.
 Mission- during this process of investigation, type and purpose of mission is also
considered as the most important thing. This is essential as at every operation that
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takes place, risk is associated that may vary.
 Management- Training related to proper safety procedures is been done normally by
team of management and certain other organisation.
Conclusion
From the above section, it has been analysed that Ferryview Health and Social care
centre has to face various challenges and they easily have overcome them. Further, various
models has been used to analyse external and internal factors that drove change process
SECTION 3
Introduction
In this section, stakeholder’s theory has been discussed and also impact of change on
cited organisation and also staff has also been analysed. Further, benefits of changes for the
company and also stakeholders has been discussed in this section.
Impact of change on organisation and staff
There are various impacts related to change on employees and also on a particular
organisation (Manu Vora, 2013). This has been discussed as below- Effect on attitudes- it has also been analysed through surveys that changes in workplace
may affect attitude of employees and also of experiences in job. Loss of confidence in management- change may also bring confidence loss in the
overall management structure of Ferryview health care service centre. There are number
of staffs that don't trust management as handling change in effective manner. This lack
of confidence may result mainly from failure on management part in order to
communicate effectively the effects they have to face after modifications. Organisation may stay current- changes may lead business to stay current with trends
that are present and make it more attractive to people and also enhance patients. For
example, GP surgery may help them to diagnose every ailments of patients and also
lead in ensuring that they may never fall behind by introducing this trend in market.
 New opportunities- The ability in order to grasp change may help staffs of Ferry-view
health and social care centre by creating new opportunities for them. This will assist
worker in order to position themselves as the one who is capable in order to assume
additional responsibilities and also in making them a staff that may appear for future
promotion.
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Impact on stakeholders
Stakeholder’s theory is a theory of organisational management and also of business
ethics that assist in addressing morale and also values in managing an organisation (Mike
Lennox, 2017). Thus, stakeholder’s view of strategy integrates resource based view and also
market based view and adds socio political level. This theory mainly seeks in defining specific
stakeholders that are available in a particular company. Further, it has been discussed as per
below context-
Internal stakeholders
Internal stakeholders are entities that are involved in a business that includes
employees, management and owners. External stakeholders are those entities that are not
involved within a business but are those who care about or are affected by its performance. This
includes consumers, regulators, investors or suppliers. Reduces pressure on administration staff- to have ability in terms of clinical staff in order
to call patients to their appointment may help in reducing their workload on both
administration and reception staff. Further, this helps them in focusing and providing
better and excellent services to patients. Provides clinical staff more time with patients- having this system limits the time as that
is actually taken in order to call patients to their appointment. The staff of clinics do not
have to leave their consulting rooms anymore and also in getting patients from waiting
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Illustration 1: Stakeholders theory
(Source: Stakeholder theory, 2018)

room. This means that they have and get much more quality time in order to cure their
patients. Reduces waiting time of patients- As this system reduces workload of staffs or workers
of Ferry-view health and social care services. This means that staff can give and spend
quality time to their patients which can be seen as reducing patient waiting times.
 Entertains and educates patients while waiting- this also improves waiting areas and
also helps in educating patients. This further leads in reducing the number of visits to
practice as patients become more able in order to manage their own health in effective
manner.
Stakeholder mapping
It is a collaborative process in terms of research, debate and discussion that leads in
drawing multiple perspectives so that key list is later determined.
 First they have to determine groups of stakeholders in order to streamline message that
will be communicating with each group.
 After defining groups, they can deeply dive into stakeholders assessment that are
involved into a particular group.
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Illustration 2: Stakeholder mapping
(Source: A s i m p l e 4 s t e p - a p p r o a c h t o i d e n t i f y a n d
a s s e s s y o u r s t a k e h o l d e r s , 2 0 1 7 )

 They must define a good communication strategy in order to remain engage with
different groups that are available.
 Last stage is to measure the strategy effectiveness by trying answer some of the
questions by self.
Stakeholder matrix
It is an important technique for identification of stakeholder and also in analysing tehir
needs (Steven, 2012). It is essential in order to identify all stakeholders in issues with which
project has been concerned. The main purpose of this analysis is for developing view of human
and also of organisation in strategic way. This also includes relationships between various
stakeholders and also issues that they care about in extreme manner.
Benefits
 This is important in order to identify interest of stakeholders that may affect or that are
affected with this system.
 It is also essential in order to determine potential issues that may disrupt project.
 Further, groups are also analysed that has to be encouraged in order to participate in
various stages that are involved in this.
 Also, leads in finding ways that helps in reducing potential negative impacts and also in
managing negative stakeholders.
High impact model
High impact change model basically leads in terms of offering practical approach in
order to manage transfers of care. it can be therefore used in order to self assess about the
working of local care and health systems.
Conclusion
From the above section, it has been concluded that there are number of changes that
has been taken place in health and social care and also modifications that has been concerned.
This changes are done in order to make improvement in health and social care services. The
leadership has been improved in terms of working of such industry. In addition to this, there are
number of recent changes that take place in these centres
SECTION 4
Introduction
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In this section, change management theory of Kurt lewins model has been explained.
Further, principles of change management has also been discussed in detail. In addition to this,
this section also leads in monitoring recent change that may affect Ferryview health and social
care centre has been analysed (Tony Smith, 2018).
Change in organisation is been defined as process related to modifying strategies, process,
procedures or technologies and includes many more aspects that has to be modified in order to
bring growth in business.
Principles of change management
Communicate message- the best program related to change reinforces core message
with help of regular, timely advice that is inspirational and also practicable. Thus,
communication flows from bottom and is out from top. Further, they are targeted in order to
provide right information on perfect time.
Involve every layer- this program mainly progress from defining strategy and setting
various targets in terms of design and also implementation. Thus, different levels of Ferryview
health care centre may get affected due to this. Therefore, efforts related to change must
consist of plans that leads in identifying leaders through whole centre and also pushing
responsibility on them of designing and implementing down.
Create ownership- leaders that are involved in this change process must try to over-
perform during this and also provide critical mass among all workers that are involved in
Ferryview health and social care centre in favour of change.
In addition to this, there are eight step models of John Kotter in terms of improvement in
change management. There are various steps included as
 Establishment of need in terms of urgency
 Have to ensure about powerful change taken place in organisation and also has to
render guide.
 Development of a vision.
 Transportation and communication of a vision.
 Empowering employees.
 Make sure about short term goal accomplishment.
 Attaining benefits in terms of effective working and also focus on changes related to
work culture.
Kurt Lewin’s Model
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