Change Management

Change is inevitable—and necessary to make improvement.

In healthcare, this change can be very complex, require significant inputs of time, energy, effort, and expense, and necessitate changes in both behaviors and systems. Typically, it arises due to the needs of the customer and/or the competitive landscape.

While many different change models have been tested over the years, the Model for Improvement is widely used in healthcare, including the "Breakthrough Collaboratives" managed by the Institute for Healthcare Improvement. In addition, organizations can help increase the odds of success by incorporating elements from other change models with a greater emphasis on addressing the needs and motives of those tasked with carrying out the change.

There are many ways to reduce fear and resistance to change. When planning to make a change:

• Set goals, measure performance, and coach the people unwilling to change
• Ensure that those affected by the change have the right tools and training to perform
• Clearly communicate
• Be flexible and adapt as needed
• Be proactive vs. reactive

There are also many factors that lead to the acceleration of change:

• Strong leadership
• Simple strategy
• A clear understanding of mission and vision of the organization on all levels
• Constant customer focus
• Valuing innovation
• Recognition that improvement is daily work
• Systems focus
• Social responsibility
• Allowing decisions to be made at the lowest level possible

Note: Content on this page is based on The Learning and Action Network Guidebook for Quality Improvement.