Organizational Change Management Report for Casino Hospital

This report focuses on organizational change management within Casino and District Memorial Hospital, a healthcare center facing challenges related to internal and external factors. The report identifies issues such as language barriers among staff, lack of data security, and technological limitations. To address these problems, the hospital plans to implement Lewin's Change Management model, encompassing unfreezing, changing, and refreezing stages. The report details the implementation of new strategies, including hiring an IT expert for data security and providing training to improve communication skills. Factors influencing success, such as organizational culture, policies, and priorities, are discussed. The report emphasizes the importance of addressing language barriers, ensuring data protection, and prioritizing both customer and employee needs to achieve successful change management within the hospital.

Running head: ORGANIZATIONAL CHANGE MANAGEMENT
Organizational Change Management
Name of the Student
Name of the University
Author’s Note

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Table of Contents
1. Organizational context.................................................................................................................2
2. The problem.................................................................................................................................3
3. The change...................................................................................................................................4
4. Factors influencing success.........................................................................................................6
5. Change management strategies....................................................................................................9
Reference List:...............................................................................................................................12

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1. Organizational context
Casino and District Memorial Hospital is one of the most recognizable health care
centers occupying a prestigious place in the realm of hospitality industry. This specific center
provides effective services to 2,800 patients every year by recruiting 14,500 Emergency
attendances annually (nnswlhd.health.nsw.gov.au, 2018). Recently it has been observed that the
hospital is facing innumerable challenges in maintaining their organizational rapport due to
several internal as well as external issues (Cameron & Green, 2015). As per internal factors the
organization is endowed with sufficient number of employees who can constantly provide
effective services to public. Customers do not have to wait for a long in receiving the services of
employees of Casino and District Memorial Hospital. As a result, large numbers of people from
different cities of Australia tend to visit this hospital due to its fast service method. At the same
time, while evaluating the internal factors one major weakness is also identified on Casino and
District Memorial Hospital. It has been observed that human resources associated with the
service process are not very much competent in operating advanced technology (Hornstein,
2015).
As per the external factors the socio-cultural backgrounds and technological efficiency
are two recognizable factors due to which the entire business process Casino and District
Memorial Hospital is highly influenced. Australia is constituted with the people of diverse
cultural backgrounds and attitudes. In order to run a health care center in the market of Australia
the organizational service providers should give equal respect and dignity to the people of
various cultural backgrounds (Goetsch & Davis, 2014). However, human resources associated
with this hospital are not very much advanced in their communication skill. As a result, the

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service providers are unable to fulfill the needs and demands of the patience. On the other hand,
technology is one of the most important factors based on which the success of business in Casino
and District Memorial Hospital is highly dependent. Australia is out an out developed in
technology. In order to give effective services to the customers of Casino and District Memorial
Hospital the human resources should have in-depth knowledge in operating the advancement of
technology (Kaufman, 2017). However, service providers are not very advanced in maintaining
data and information which left a negative impression in the mind of target customers.
2. The problem
While evaluating the internal and external factors two major issues are primarily
identifies within management of Casino and District Memorial Hospital. These two major
issues have created a barrier in rendering image and reputation of an organization. Unfortunately,
the two issues that are identified in this study are related to human resources. Health care service
providers appointed within the organization are not very accustomed with multi-lingual
flexibility (Van der Voet, 2014). On the other hand, it is also undeniable that patients who
receive the services from this hospital are from different cultural backgrounds and psychological
attitudes. Sometimes, they may not be flexible enough in maintaining formal communication
with the service providers. As a result, both the customers and the service providers are unable to
maintain a good bond.
In addition, another issue is also identified within the business process of Casino and
District Memorial Hospital. The technological devices that are used for maintaining database of
organization are not password protected and encrypted. As a result, unauthorized persons can
easily avail the data and information and manipulate data as per their wish. After taking an

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admission of a patient the organization has to focus on collecting detailed case history of the
patient so that they can implement the proper treatment (Lewis, Passmore & Cantore, 2016). Due
to the lack of data security the managers have to face immense challenges in maintaining correct
database of the facts. Employees associated with the business organization are not very much
competent in operating advanced technology properly. As a result, customers who need online
services are not getting proper feedback from hospital service providers. These issues are
creating immense negative impression on the mind of customers (Al-Haddad & Kotnour, 2015).
However, after evaluating the business issue it is observed that business experts need to take
effective initiatives based on which the customers do not get dissatisfied on the overall services.
In order to overcome this kind of static situation, the business experts have decided to implement
Lewin’s Change model for rendering an innovation within business management.
3. The change
In order to render a business innovation within the management of Casino and District
Memorial Hospital, the organization would like to implement Lewin’s Change management
approach. Lewin’s Change management approach is primarily constituted with three major
phases including unfreezing, changing and refreezing. On the very first phase the business
experts have to identify the factors that need to change for gaining customers’ attention. It is
observed that Casino and District Memorial Hospital is suffering two management issues
currently (Kickert, 2014). Service providers are not very accustomed with the advancement of
technology due to which the organization is unable to maintain confidentiality of data and
information about patients. However, after identifying two major issues the operation manager of
this hospital has decided to implement new business strategy.

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In the second phase of changing Casino and District Memorial Hospital has decided to
implement new business strategy. The human resource managers have decided to hire a new IT
expert who would be able to maintain confidentiality of data and information by making every
device encrypted and pass word protected. After maintaining encryption method the
unauthorized persons would not be able to access any confidential data and information illegally.
As a result, the business experts would be able to make a balance between organization profit
and loss (Bolman & Deal, 2017). The role of IT expert would be providing proper training and
development session to the employees as well. As a result, they can give effective feedback to
the customers who are seeking for assistance and cooperation from the service providers.
Moreover, in order to go away from communication barrier, the human resource managers can
implement an effective training and development session for those employees who have
communication issue (Otoo, Agapitova & Behrens, 2015). As a result, the employees would not
have to face challenges in dealing with the patients of different cultural backgrounds and
attitudes.
Refreezing is the final stage where the business managers have to start their new process
of business based on change management. In the previous stages the organizational managers
have identified several aspects by highlighting the areas where changes should be made. After
making an in-depth critical analysis about the pros and cons of the new implemented business
strategy the managers intend to follow change management (Kuipers et al., 2014). After hiring
IT experts within the entire process of business Casino and District Memorial Hospital would
like to follow data protection act. This very specific regulation ensures that data should not be
disclosed in front of third party without taking permission of the concerned person. In addition,
the IT experts have provided individual training to the customers. With the help of an effective

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training session the employees can handle sudden technological barriers. In addition, people
want to gather organizational information and their service method can communicate by using
advanced technology (Haslam et al., 2014). As a result, the entire communication method would
be very much systematic and fast. Both the service providers and service users by sitting their
own workplace can communicate with each other properly.
4. Factors influencing success
While designing the plan the business manager of Casino and District Memorial
Hospital has identified major issues in three specific areas which are as follow:
 Issues in organizational culture and context:
While running the entire process of business every organization has to follow a specific
business ethics, values and culture. As per business culture of Casino and District Memorial
Hospital, every patient belonging to different geographical backgrounds and attitudes should get
equal priority and response. However, it is observed that people from various geographical
backgrounds and attitudes in the service process of Casino hospital are not getting equal
response from the service providers (Doppelt, 2017). Language barrier is one of the most
significant reasons due to which service providers are unable to interact with the patient of
different cultural and psychological backgrounds. In order to maintain organizational culture and
ethics, the human resource managers have decided to implement training program at the
workplace for enhancing the communication skill of the employees. As a result, both the service
providers and service users would be able to share a good bond with each other.
 Organizational policies:

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While establishing entire process of business every organization has to follow proper
policy, rules and regulations (Cummings, Bridgman & Brown, 2016). Antidiscrimination act is
one of the most significant policies that every business organization has to maintain in keeping
up their image and reputation. By implementing an effective anti-discrimination act, the patients
of various cultural backgrounds can get equal respect and dignity. It is however observed that
Casino and District Memorial Hospital did not provide equal dignity to all patients due to
cultural barrier, psychological barrier. Lack of appropriate professional approach on behalf of the
employees is the most significant reasons of affecting business image and reputation. However,
the implementation of management would help the service providers in enhancing their
professional skills and competency (Smollan, 2015). As a result, the service providers would like
to show their equal approach towards the people from different age group and different culture.
On the other hand, one more issue is identified on the organizational policy of Casino
and District Memorial Hospital. The managers are not maintaining data security act at the
workplace. With the help of an effective data security act the employees have to maintain
confidentiality of organizational information. However, an issue was identified that not a single
device used within the organization for maintaining database is password protected. It is
ultimately hampering business confidentiality (Basile & Faraci, 2015). However, in this kind of
situation, a change management is implemented. The organization has hired IT professionals for
controlling database. As a result, patients’ necessary information is not leaked out. Unauthorized
persons do not get the scope in manipulating necessary data and information. As a result, both
the customers and the service providers can maintain effective rapport. Casino and District
Memorial Hospital implement data protection act very strictly. With the help of this specific

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data protection act the organization can maintain effective database based on their profit and
loss.
 Organizational priorities:
The two primary stakeholders, customers and employees should be the biggest priorities
for business experts. After evaluating the business issues it is observed that people from various
geographical backgrounds and attitudes in the service process of Casino hospital are not getting
equal response from the service providers. Language barrier and psychological barriers are the
major issues based on which the service providers cannot pay equal respect to the patients of
various culture (Zhao, Hwang & Pheng Low, 2014). At the same time, it is also observed that
employees due to language barrier cannot share their necessary views and thoughts with each
other.
As a result customers get deprived of getting proper services within stipulated time. After
evaluating the issues an effective change management is implemented within entire business
process. However, in order to go away from communication barrier, the human resource
managers can implement an effective training and development session for those employees who
have communication issue (Cornelissen & Werner, 2014). As a result, the employees would not
have to face challenges in dealing with the patients of different cultural backgrounds and
attitudes. Employees in addition would be flexible in sharing their views and thoughts for
providing effective services towards the entire process of business.

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5. Change management strategies
In order to implement the change management successfully an effective action plan can
be made for maximizing the chances of success. Two different action plan is prepared in order to
implement change management strategy effectively.
Action plan for providing professional training to the employees:
Activities Resources Duration
Hiring a professional trainer A human resource (professional
trainer)
3months
Using devices for presentation Computers and internet 3months
Making effective interaction
for overcoming the hesitation
Verbal communication method 3months
Table 1: Action plan for providing professional training to the employees
(Source: As created by the author)
Action plan for enhancing the technological competency of organizational employees:
Activities Resources Duration
Hiring a professional trainer Human resource (professional
trainer)
3months
Using devices for providing
training
Technological resources 3months
Giving practical knowledge Internet accessibility and devices 3months
Table 2: Action plan for enhancing the technological competency of organizational
employees

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(Source: As created by the author)
Evaluation on why the implemented change strategies are successful:
While analyzing the entire business issue on Casino and District Memorial Hospital it is
observed that health care service providers appointed within the organization are not very
accustomed with multi-lingual flexibility. I addition, the technological devices that are used for
maintaining database of organization are not password protected and encrypted. As a result,
unauthorized persons can easily avail the data and information and manipulate data as per their
wish. Business experts after identifying these two issues need to implement an effective change
management. Based on that change management the business experts have prepared two
different action plans so that the issues can be resolved (Smollan, 2015). In the implementation
of innovative business plans the business exerts of Casino and District Memorial Hospital have
discovered that the organization needs to implement effective training for enhancing professional
approach of the employees. As a result, they would be able to make an effective interaction with
the patients. In addition, with the help of an effective data security act the employees have to
maintain confidentiality of organizational information. In order to resolve the issue the
organization has hired IT professionals for controlling database. As a result, patients’ necessary
information is not leaked out. Unauthorized persons do not get the scope in manipulating
necessary data and information.
However, numerous eminent scholars have provided their different point of views by
highlighting the fact that Casino and District Memorial Hospital should render more changes
within organization instead of focusing on two major issues. Cornelissen and Werner (2014)
stated that around 2,800 patients are treated within the business process of Casino. In comparison

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to the number of service users the hospital cannot provide equal service providers. As a result,
patients have to wait for a long time while receiving the services. In this kind of situation, the
health care center is facing innumerable challenges in maintaining their organizational image and
reputation. However, it can be suggested that the change management strategy would be more
successful if the business experts instructs the human resource managers for hiring sufficient
number of employees within business services.
The existing employees need to provide proper professional training in dealing with the
customers of different cultural backgrounds. At the same time, the business experts should not
forget that Casino and District Memorial Hospital should recruit more employees in order to
maintain a balance between supply and demands. However, after evaluating the change
management strategies it can be concluded that an innovative plan in technological development
and professional development of the employees would be helpful in rendering the success of
business.

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