The one constant in life is change. This is certainly true for the healthcare industry, which is continually evolving and shifting. Driven by ever-changing regulations, technological advancements, varying patient expectations, and a priority on value-based care, the healthcare industry is one that needs constant oversight to evolve.
Successfully managing change is often easier said than done thanks to its complexity and high stakes. Even the best intentions can lead to mistakes when implementing much-needed change initiatives. That’s why it’s important to understand the common pitfalls in change management planning so that healthcare leaders can prevent unnecessary disruption while ensuring long-term success.
To that end, healthcare facilities must:
Engage Clinical Staff Early On
Do not overlook the involvement of clinical staff in the planning stage. Clinical staff such as physicians, nurses, and other providers integral to your operational success because they’re on the front lines. They take the brunt of workflow, policy, and technology changes, so be sure to include them in early discussions. You want to strike a good balance between strategy and practical implementation, and clinical staff members are key to that input.
Understand the Complexity of Healthcare Systems
Healthcare, an interdependent ecosystem, brings a certain amount of complexity that could be disrupted with just a single change. From adopting new electronic health records (EHRs) to making policy updates to restructuring an organization, a ripple effect is likely across all departments. Change doesn’t exist in a microcosm, and healthcare leaders often focus too much on the benefits of the change in one area that they fail to see its broader implications.
Be Aware of Organizational Culture
The culture of each healthcare organization is unique, one that is shaped by experiences, values, and leadership styles. It can be a costly mistake to ignore these cultural contexts, as they play greatly into how change is perceived and accepted/rejected. Effective change management feeds off cultural alignment as leaders not only assess readiness for change but adapt workable strategies accordingly.
Embrace a Clear Vision and Communication
Clear and consistent communication is often the downfall of change management initiatives. It’s important to clarify the “why” behind the change so that the rest of the team members can support the “how.” Confusion and distrust can result with vague or inconsistent messaging. This is why initiatives and visions should be backed by timely, transparent, customized communication strategies. The goal is for the message to resonate across all audiences and all levels.
Be Cautious When Implementing New Technology
Technology for technology’s sake isn’t a wise move in healthcare. While digital tools such as telehealth platforms can bring many transformative benefits, technology by itself isn’t a magic solution. Don’t assume technology will drive change without taking a look at the underlying processes and workflows, such as time constraints or administrative burdens. You may be aiming to minimize provider burnout, but with too much technology too fast, you can actually cause it.
Conduct Adequate Training and Support
Proper training and support form the foundation of change management. It’s unreasonable and unfair to expect busy, already-overloaded healthcare professionals to adopt new systems or workflows without guidance. Insufficient training can make people resistant to change, to be sure. But it can also pose a threat to patient safety and quality of care.
This is why change management plans should have structured, ongoing training programs that address questions from staff while reinforcing skills and ensuring sustainable adoption.
Encourage Feedback
Change management is a dynamic, evolving process that needs constant assessment and monitoring. Be prepared to gather and act on feedback throughout the rollout to prevent blind spots and missed opportunities for improvement.
You can identify paint points and make adjustments as part of feedback loops that involve anything from surveys to focus groups. Even informal check-ins will work in a pinch. The point is to recognize the experiences and perspectives of staff so they know they are valued.
Ask for the Patient Perspective
Change management plans may be an internal process, but ignoring the patient experience is never a good idea. Recognize and plan for how new appointment systems and telehealth rollouts will impact patients to ensure higher satisfaction rates.
Ensure Sustainability
It can be tempting to shift focus to the next initiative once the initial implementation phase ends. But don’t ignore the need for ongoing evaluation, reinforcement, and adjustment, or you may see all your achievements start to back pedal. Continuous improvement mechanisms should be baked into any change management plan, and should include:
- Definition of metrics for success
- Monitoring of performance
- Addressing ongoing challenges
- Celebration of progress
Change is not easy for anyone, much less an entire healthcare organization. However, it’s integral to success over the long term. Without change, processes can become stagnant, affecting the business’ bottom line and negatively impacting patient safety.
