Change Management Process in Healthcare: King Faisal Hospital Report

This report provides a comprehensive analysis of change management within King Faisal Specialist Hospital & Research Center, a prominent healthcare institution in Riyadh. The report begins with an introduction outlining the contextual factors driving the need for strategic change in healthcare, followed by the hospital's vision, mission, and identified problem areas, including the need for improved efficiency, employee engagement, and patient care standards. The organizational structure is described, detailing key departments such as finance, human resources, marketing, IT, medical records, and nursing. A critical analysis of change management principles is presented, emphasizing the importance of effective change processes for organizational success. The report identifies specific areas requiring change within the hospital, such as addressing issues related to female staff, employee punctuality, patient care quality, and employee grievances. Strategies for implementing change, including stakeholder discussion, change models, and implementation steps, are discussed. The report concludes by highlighting the significance of adapting to changes and the need for strong management to successfully navigate the complex healthcare environment. The report uses qualitative analysis and literature reviews to identify the need for change and provides recommendations for successful implementation within King Faisal Specialist Hospital.

Running Head: Organizational Behavior 1
Change Management

Organizational Behavior 2
Contents
Introduction......................................................................................................................................3
Vision...........................................................................................................................................3
Mission.........................................................................................................................................3
Statement of problem...................................................................................................................3
Corporate structure..........................................................................................................................4
Critical analysis...............................................................................................................................7
Need for change...........................................................................................................................8
Area of change.............................................................................................................................9
Corporate culture...........................................................................................................................10
Selecting strategy for change.........................................................................................................11
Discussion with stakeholders.....................................................................................................13
Strategies for the change process...........................................................................................13
Implementing change model......................................................................................................15
Conclusion.....................................................................................................................................17
References......................................................................................................................................18
Lits of figures
Figure 1: Organizational Structure..................................................................................................4
Figure 2: Kotter's Model of Change..............................................................................................15

Organizational Behavior 3
Introduction
There are some contextual factors specific to healthcare sector i.e. updated healthcare
protocol, changing population demographics, enhanced standards of care and labor regulations.
These factors have triggered the need for strategic changes within healthcare organization. It is
observed that there are studies related to the strategic change management in the organization.
According to Radnor, Holweg and Waring (2012), changes at the large scale needs careful
planning along with the management initiatives. It is the accountability of health care
administrators to successfully manage the changes initiatives in order to deliver high quality and
effective patient care with the financially sustainable manner (Arbab Kash, Spaulding, Johnson
& Gamm, 2014). This report focuses on the change management process in a healthcare
organization named King Faisal Specialist Hospital & Research Center in Riyadh. This is the
biggest and most famous hospital in Riyadh. The hospital is specialized in the complicated cases
in all over the country. The hospital is the national referral center for organ transplantations,
oncology, genetic disease, cardiac surgery, and more. The hospital has gained a worldwide
reputation due to its dedication to advance medical science and research. This report identifies
the core area of change in the hospital and provides suggestions to implement the change
successfully.
Vision
Vision of King Faisal Specialist Hospital & Research Center is to be the leading
healthcare institution on innovation and excellence in all over the world.
Mission
The mission of King Faisal Specialist Hospital & Research Center is to deliver maximum
level of specialized medical services in the research and educational settings.
Statement of problem
The strategic change initiatives in healthcare organization needs specific management
competencies and it is the responsibility of healthcare administrator or CEO to manage the
change process successfully while providing cost efficient, high quality patient care. Change
process in the hospital may be related to the ability of the organization to accept and utilize new
information in order to make sure successful initiatives. The study focuses on the area of changes

Organizational Behavior 4
in King Faisal Specialist Hospital & Research Center as there are some complexities in its
business operations and implementing the change will be helpful in achieving the set
organizational goals and objectives. This research identifies the area of the change in the hospital
and provides the appropriate strategies to implement the changes (Hayes, 2014).
The objective of this research is to discover the need of change in King Faisal Specialist
Hospital & Research Center. For the research and critical analysis, qualitative analysis will be
done with the help of various literatures. The main purpose to conduct the study is to identify the
need of change that is important to bring success in the operating area. This study is very
important for this healthcare organization in terms of effective work environment. Enhancing the
quality of care and employee regulations are the factors that drive changes in the organization.
The administrator of the hospital like CEO is responsible for the changing initiatives and serves
high quality healthcare services (Greshengorn, Kocher & Factor, 2013).
Corporate structure
The corporate or organizational can be described as how the individual or group within a
business is organized. For attaining the managerial objectives and purposes the individual work
needs to be managed and coordinated in the organization. The organization can operate within
number of various structures (Davies, Nutley and Mannion, 2000).

Organizational Behavior 5
Figure 1: Organizational Structure
(Source: KFSH, 2018)
In order to function effectively and efficiently, organization needs various divisions. It is
crucial to divide the divisions so that the work can be done in the responsible manner. The
distribution of work is helpful in conveying specialty in different actions and cooperative in
placing right person in right job. This can be done by hiring people for numerous departments
based on their educations, experience and skills. This is also helpful in providing the jobs in
proper manner that explains the roles of each person in the organization (Drucker, 2012). In case
of King Faisal Specialist Hospital & Research Center, organization is following hierarchal
structure. Key departments of the organization are described below:
Finance department-
The finance division of King Faisal Specialist Hospital & Research Center focuses on the
acquisition and use of funds. The finance department in the hospital is responsible for floating

Organizational Behavior 6
and expending money and has important impact on the other activities. The key tasks are proper
usage and distribution of capitals, taking effective economic decision and enhancing the
profitability by proper financial controls.
Human Resource Department-
King Faisal Specialist Hospital & Research Center is the big organization with many
employees. There is the mixture of cultures in the organization. The hospital is on the renowned
position of Saudi Arab and the best hospital powered by the most important resources i.e. people.
The hospital provides an opportunity to work and career growth based on the performance. The
organization hires employees mainly in the zones i.e. surgeons (all the specialists), Nurses,
billing manager, economic supervisor, finance manager, financial analysis, computer engineers,
and applicants for front office staff, and managing department etc. Along with this, the
department is also responsible for providing training to the new employees (Littlechild & Smith,
2012).
Marketing department-
The role of marketing department in King Faisal Specialist Hospital & Research Center is
to generate consciousness about the medical services provided by the hospital, notify the patients
about the healthcare services and welfares and to update the doctors outdoor the hospitals related
to their domain in the hospital. Along with this, promotion division is focused on giving the
advertisements in TV and newspapers. Further, the hospital conducts various campaigns in order
to treat the individuals and generate consciousness among the public in various areas. Marketing
department is responsible in creating and designing attractive and informational flyers and allot
them among the people in order to generate awareness regarding facilities delivered by the
organization (Kotler, 2012).
Information technology department-
IT department in King Faisal Specialist Hospital & Research Center is responsible to
manage all of the technology resources according to the needs and priorities. IT department in
the hospital has functions to manage the patients’ database, manage billing chronicles, provide

Organizational Behavior 7
and solve complaints related to hardware and software system in the hospital, keep record of
biometric presence, release summary, buy and sales registers and admittances.
Medical records department-
Medical records include clinical, scientific managerial and lawful documents related to
patient care which can be documented in the classification of procedures. In King Faisal
Specialist Hospital & Research Center, medical record department keeps record of all in and out
patients. This department has a significant part in the management of hospital. This is the
backbone of the hospital. The department is accountable for the formation, collection, care,
storage, code, issue and recovery of health information. Along with this, it also cooperates with
the healthcare professionals for obtaining comprehensive patient records. MR is also responsible
for informing communicable disease and important statistics to governmental authority.
Nursing department-
At King Faisal Specialist Hospital & Research Center, there are counter of nurses and
every nurse will be directed by the supervisors. For the nurses to be proficient, various
informative programs are directed on the regular basis. Performance evaluation is also done
annually for the consistent nurses and half-yearly for the newer nurses. The focus of hospital is
towards the wellbeing of the nurses and staff by giving them consistent training programs.
Organization supports them by providing transport facilities and safety.
Critical analysis
Change in an organization is a continuous process and it is crucial for the organization to
deal with the operations challenges and issues. Change can be implemented in any operation of
the organization i.e. change in human resource department, change in behavior and attitude of
the employees, change in the policies, and changes in the policies for business operations etc.
Organizations that accomplish the change procedure efficiently have better advantages over its
rivals. Efficient change procedure needs appropriate preparation so that employees of the
organization will be prepared to adapt the changes. If the employees of the organizations adapt
changes positively, it will lead to the success (Rune, 2005).

Organizational Behavior 8
Further, the term ‘change management’ refers to manage the changes in the organization
for gaining control over the resistance as well as approving the changes within the specific
domain. According to Knielig and Leal Fiho (2013), change management is one of the key
concerned in management of healthcare industry. Change management focuses on both acquire
as well as maintain the organization in order to undertake the professional tasks. Along with this,
change process monitors the performance growth of the organization and focuses on the
organizational process to enhance the business objectives dramatically. Kotter (2012) suggested
that change management is the key success process for the healthcare organization in order to
handle the complex environment. Change process in the organization is helpful in managing,
planning and evaluating the results that develops appropriate outcomes for the business.
Effective change management is helpful in categorizing in unfreezing old behavior and
introducing new ones in the organization (Waddell, Cummings & Worley, 2011). Therefore, in
the healthcare system, change management allows the organization to prepare the unpredictable
change. In the modern days of healthcare organizations, it is observed that majority of the
organizations are changing their management process rapidly for achieving large customer base.
With the change initiatives taken by healthcare organizations, there is the need of specific
management in order to reduce the cost, provide high quality services with efficient healthcare
services to patients. The strategic change in the organization comes with the differences that may
be related to the ability of the organization to use the knowledge to achieve successful initiatives.
In the healthcare organizations, there is the need of strong management in order to implement the
change successfully. Most of the healthcare research is coming by the scholarly papers that
suggest the great need for high quality and strong management (Connor, 2011).
Change programs in the healthcare organization includes the analysis the causes of the
problem, designing the change program, implementing and evaluating it. Managers in King
Faisal Specialist Hospital & Research Center need to generate awareness among the employees
and stakeholders about the challenges and problems the hospital is facing. It is important to
recognize the problems in adapting the changes. The management of the organization should
focus on the implementation of required changes. The hospital needs to create its own change
strategies and communicate with the whole administration and the employees so that they give
their best in the attainment of the change purposes within the organization (Stoltzfus, Stohl, &
Seibold, 2011).

Organizational Behavior 9
Need for change
King Faisal Specialist Hospital & Research Center has some business objectives but the
strategies adopted the organizations are not so much effective to achieve those goals. There is
lack of female staff, lack of punctuality and sincerity among the employees, grievance issues in
order to insure the welfare of organizational values, issues related to quality and standards of
patient care and special needs and specific issues of female staff etc. These are some reasons that
prevent the organizations to attain the set aims. There is the requirement of some changes in the
tactic of the organization so that the set objectives and purposes can be achieved in the efficient
manner (Balogun & Hope Hailey, 2008).
Area of change
Change management is about people and processes that work for people. It is about
changing the position of an organization by the implementation of a vision and a strategy. Before
analyzing the key areas for change, it is significant to understand that the change process
includes various independent processes and that is called variables. In the healthcare
organization, there are various key factors driving the changes i.e. technology advancement,
legislative reforms, and political environment. In King Faisal Specialist Hospital & Research
Center, the key areas that are causing changes in the organization i.e. costs, technological
advancements, changing social attitudes, transformed expectations of public, increasing
competition, ageing population and changed attitude of the stakeholders. These factors lead to
changes in the organization, regulation, delivery of services and ownership. The key areas of
changes in the hospitals are discussed below:
Changes in care and delivery of healthcare services-
It is observed that there are some issues in King Faisal Specialist Hospital & Research
Center related to the quality and standards of patient care. The organization is also seeking to
enhance the customer or patient satisfaction, expand the operations for growth, increase
profitability and increased specialization and effectiveness. These motives need to bring change
in the work culture, administration and organizational framework in order to deal with the
departmental barriers and enhance the professional alliances.
Safety and health changes for employees-

Organizational Behavior 10
Changing health industry, restructuring healthcare centers and changed patterns of the
service delivery system are the factors that impact on the work environment of the hospital. It is
important to understand to what extent the building pressure from the internal and external
factors that impact on the quality of the healthcare services. It needs a track of work-injuries,
violence and work stress in the workplace which may cause of the staff sacking. This is the call
for need for the changes in the health and safety measure of the staff (Cherry & Jacob, 2013).
The quality of health and safety of the employees have direct or indirect impact on the
organizational costs and patient care. Along with this, reductions in workdays and staff turnover
also hamper the flow of care due to unavailability of trained staff. So, there is the need to
implement some changes in the organization by taking proper care of the employees in the
organization.
Management decisions-
The management of the hospital has made various policies for dealing with the above
discussed issues but they are not successful in taking appropriate decisions in order to implement
those policies. Along with this, there are some CSR issues that impact the business operations of
King Faisal Specialist Hospital & Research Center. Hospital is facing issues related to the work
environment as management is receiving complaints related to the harassment and
discrimination. So, there is the need to implement the change in the management policies to deal
with all these issues in the organization (Herold, Fedor & Herold, 2008).
There can also be some factors i.e. social, political, legal aspects that can generate
chances for the organization to implement the change. So, above conversed facts are the causes
to implement the change in the healthcare organization.
Corporate culture
King Faisal Specialist Hospital & Research Center is one of the leading healthcare
organizations in Riyadh, Saudi Arab. The vision of the organization is to create the world-class
integrated healthcare delivery system in the country, by the finest medical skills combined with
compassionate care. There are well-experienced doctors, technicians, nurses and management
professionals as the employees.

Organizational Behavior 11
The organizational culture of King Faisal Specialist Hospital & Research Center can be
analyzed by the management and human resource practices in the organization. The major aim of
the organization is to be the world class healthcare service provider in quality and to be the
leading organization in terms of innovations and market share. So, the management strategies are
competition oriented that make the culture more competitive and open to change. Further, human
resource policies in the organizations are also in same line. The reward and compensation system
in the organization is performance oriented. Compensation of the staff varies with the reputation,
seniority and specialty. Flexibility is one more characteristics of the culture of this organization.
The structure of the organization is hierarchal along with moderately decentralized decision
making at operational levels (Maon, Lindgreen & Swaen, 2010). The impact of King Faisal
Specialist Hospital & Research Center’s culture on its performance can be analyzed by
parameters like its patient service quality, financial strengths, market share, and employee
turnover. By the analysis of the culture of the organization, it is observed that it is working well.
However, there is the need of some improvements at the human resource level in order to deal
with the issues available in the organization i.e. issues with female employee, discrimination
issues, grievance issues and issues related to quality and patient care. Along with this, company
is also yet to make a mark as exceptional quality healthcare service provider as stated in the
vision statement (Tyler & Parker, 2010).
Selecting strategy for change
In order to implement successful change in the organization, change manager needs to
adopt appropriate change management strategy. Change management is an important part of the
change process of the organization. A structured and proper change management plan certifies
the achievement of the organization. The change management plan will also include the
approaches that will be useful in attaining the goals and objectives set by the organization. In
order to implement the successful change, managers need to adopt some new and innovative
strategies while implementing the change process (Beerel, 2009). Further, change management is
the complex process as it needs adequate process and enough time to perform the change
process. For this, managers should have proper information of the conditions that need changes.
Proper information of the situation will be useful for the managers in making correct decisions.

Organizational Behavior 12
In the change management plan of King Faisal Specialist Hospital & Research Center, there are
some techniques and analysis that require for the change process (Kirke, 2013).
Cost benefit analysis-
The cost benefit analysis of the organization is described below:
Mandatory changes and
opportunities
Costs Benefits
Hiring for female employees Need for female employees in
the organization,
discrimination based on
gender
Enhance the level of patient
care, increase patient services,
increase in the reputation
among the patients
New technologies Low level of knowledge
among the employees related
to new technologies, leaving
jib by the employees due to
employee discrimination
Success in making new and
advanced products, appealing
new consumers, and
challenging the rivals.
Training and development
conferences for workforces
and employees
High cost and time intense Qualified employees and staff
members, aptitude to provide
best healthcare services to the
patients, high level of patient
gratification
Risk analysis-
This is the most vital task for King Faisal Specialist Hospital & Research Center to
analyze the job of the employees. The key objective of the change process and strategies is to