Organizational Change Plan
University of Phoenix
Creating Change within Organizations
September 02, 2013
Organizational Change Plan
Change is unavoidable. The need for organizational changes is the result of various factors. Changes in all aspects of healthcare in the past and currently are the result of continued decreases in reimbursement, advances in technology, and new or changes in government mandates. The focus in health care has shifted toward disease management, and as a result patients are living longer and requiring more long term and home health services. Advances in technology has led to better informed patients and increased expectations of the health care providers. This change in the patient-provider relationship has led to increased focus on patient quality and patient satisfaction (Berkowski, 2005). Patient satisfaction has prompted the need for a change to a computerized check in process in the pediatric oncology outpatient clinic. This paper will discuss the need for the change, barriers to the change, factors that may influence the change and organizational readiness, the theoretical model used, and the resourced available for support of the change.
Need for Proposed Change
Patients should be in an exam room and ready to see their provider at their appointed time. Vital signs, height and weight, medication reconciliation, and history of the current problem should already have been taken prior to the physician walking in the room. This not only allows proper examination time with the physician but also promotes patient satisfaction (Anderson, Camacho, & Balkrishnan, 2007). Upon arrival the clinic, the patient and family expect to see the medical assistant for height, weight, and vitals. They then expect to see their nurse for a history of the problem, reconciliation of medications, as well as a quick overall assessment. The expectation is that all this is done at the scheduled appointment time. When the patient is left in the waiting room or even in the exam room without communication, they get upset. Sometimes they will think that their needs aren’t important or that their child’s needs are not as important as others. Currently in the pediatric oncology outpatient clinic, the patients or families check in at the front desk. The system currently in use allows the front desk receptionist to enter arrival time in the computer. The front desk then notifies by phone the medical assistant that the patient has arrived and the MA then has to remember who came first or write down the names in order of arrival. The change would take the phone notification out of the process and implement a system in which the medical assistant, nurse and physician are notified of a patient’s check in. This change would require all parties to have the computer program open on their computer at all times. Notification would be immediate, thereby eliminating the phone call and the list of names. This would take care of extended wait times because someone’s name got missed or the medical assistant took them out of order.
Organizational and Individual Barriers
The biggest organizational barrier to the implementation of this change is cost. It will cost the organization money to add the GE patient access system to all computers. There are five physicians and each physician has their own nurse. The clinic also has nurse practitioners that see patients and this group has two to three nurses also. Therefore the organization would have to add the patient access program to all computers in the clinic. In addition to the cost of adding the program is the cost of training the physicians, nurses, and medical assistants to use the system properly. The GE patient access system is connected to the creation of patient encounters. These encounters enable us to get paid for services rendered; therefore it is important that all steps are done correctly. Another...
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Anderson, R. T., Camacho, F. T., & Balkrishnan, R. (2007). Willing to Wait?: The influence of patient wait time on satisfaction with primary care. Retrieved from Springer Link: http://link.springer.com/article/10.1186%2F1472-6963-7-31
Berkowski, N. (2005). Organizational behavior in health care. Sudbury, MA: Jones and Bartlett Publishers.
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