Change Initiative Paper Essay

demonstrationPerhaps one of the greatest triumphs in United States history, World warf be II was essentially ended upon the dropping of the atomic bomb on Hiroshima. The boom heard around the world was not the exclusively heavy outcome nevertheless rather what came after which was the baby boom. Many daunt husbands that were climax home to eager wives caused one of the biggest statistical jumps of birth rank downstairsmentioned the war. Often referred to as the baby boomers, this generation becomes especially of the essence(p) to the medical field in the present day. This is where hospice comes into play, vacateing item-by-items the choice of obtaining this benefit upon reach a 6 month or less terminal diagnosis. Hospice gives the individual a chance to die comfortably in a treat facility, a general impatient role hospital, or their own home.As an individual who used to rub down for Vitas Innovative Hospice, I ran the Telec be department which was responsible for the af ter hours telecommunicate lines available to the patients and families. affected role Care Secretaries were assigned to handle calls and form tickets based on the customer needs whether it is a symptom or equipment failure. Nurses were similar, however, they were to accept the call from the secretary or call back the patient in locate to triage the symptom properly. Vitas Telecare essential(prenominal) adapt to be spry for the incoming flux of new patients from not only the baby boomers plainly from future generations to come.The Need for castrateThe deepen to be delivered is not a specific target but rather a wide of the mark modification to efficiency to maximise profits while still maintaining Vitas core determine patients and families come first. In the past ecstasy, hospice in general has been coming under fire for keeping patients too long in their function should their prognosis improve. According to the Union Tribune, it was announced on February 13 of 2013 San Diego Hospice had filed nonstarter and closed due to the Medicare audits that investigated patient eligibility. This type of publicity not only brought a negative light upon San Diego hospice but all across San Diego including Vitas. plot the potpourri may not come too easily, steps must be taken toward reshaping the public view inorder to retrieve their trust to put their loved ones into Vitas services. Additionally, with the economy still not in a great state, lack of efficiency is costing the company. As the Patient Care Administrator of Telecare, I was responsible for maintaining a smooth stream of calls without tying up the customers on hold for too long. One of the biggest flaws that contributed to lowest call volume was the lack of both communication and following of schedule breaks.Too often, employees were all taking lunches or breaks around the same condemnation creating a heavy back up of calls as the only remain employees could not handle them all. Vitas r ecently implanted a break care system of rules called Workforce Management that not only observes peak and obliterate call flow, but as well as manages break clocks accordingly to maximize efficiency. The problem, however, is the lack of employee discipline to follow the suggested break times. Several changes must be enacted including following of Workforce Management, focus on customer service, and keep efforts towards preparing for the future.The Change workOne of the approximately influential men today, John Kotter from Harvard patronage School developed the Kotters Eight-Step Change Model as the most effective way to implement a change within an organization. The octet steps in order is as follows give rise urgency, form a powerful coalition, create a vision for change, communicate the vision, remove obstacles, create short-run wins, build on the change, and anchor the changes in corporate culture. Kotter believed following these steps in the correct order created lo ng lasting and prospering change in any business if done correctly. This change sit around was selected based on some(prenominal) factors including success rate, concrete order of directions, and its talent to build upon existing success.The Role of the Leader in the Change foremostIn order for this success to commence, there are several leading that must be in place during this re-creation of the Telecare department. The most alpha idea to realize is that everyone plays a part and that the leaders are proficient there to lead by example. This must be reiterated time and time again to assure the employees that everyone is included regardless of position. Sometimes during change, individuals feel leftover out just purely outof their position in the field of study or not being notified of everything going on. In order for employees to subvert in initially, a sense of belonging must be depicted. The several leaders separate than the Patient Care Administrator (PCA) would i nclude supervisors under the PCA, a precedential Patient Care Secretary (PCS) and a senior triage Registered Nurse (RN).The supervisor would walk around throughout the shift to let sure breaks and lunches are being followed as well as apportion any concerns of any of the employees. The senior PCS and senior RN would be in charge of holding a pre-shift showdown prior to taking the phone calls making sure to reiterate distinguished dos and do nots of the job. Anytime employees of the same discipline would have a question, they could denotation it to their senior. Finally, the role of PCA is to assist the supervisors or seniors in any way or if any individual needs additional help. Meetings lead by the PCA must be held monthly to address progress and award individuals for their hard work. forge of ChangeAs mentioned above, adopting Kotters Eight Step Change Model requires a strict following of the steps in order to stick long term change success. The first order of business is t o establish a sense of urgency among all the employees in Telecare. A opposition would be called by the PCA in order to introduce the concept of the change and the reasons behind it. The extend toing lead be mandatory but also offer food and beverages or even encourage a potluck to direct them. Several concerns for the company would start broad pointing out how hospitals are jump their own hospices and continue to threaten the current status quo of Vitas. A trade good example would be Scripps Hospice or Sharp Hospice. Additionally, address the economic downturn that has not improved too much over the last decade and that job tribute is a must due to the depleting social security funds. Lastly, ask individuals one by one why they work this job, what is important to them and what dissolve they do to help it. Next is to create a maneuver coalition to direct others in the right direction towards the change.Change can be chaotic but when directed others will follow. As stated earlier, there is no hierarchy of bosses but rather a suck of leaders to drive and lead by example. Employees must know that the supervisors and seniors are there to encourage them and address any problems they may come across during a phone call. For example, a PCS receives an angry caller and ends up seemly frustrated themselves so they put the caller on hold. Rather than allow the PCS to continue the call, the senior PCS could take the call and allow the PCS to take a short break to gather their thoughts. The beginning of the change is all almost employee subvert in. After the initial shock of starting the change, another meeting would be called to describe and communicate the vision, hoping that previous efforts have started to get employees to buy into the change. The main purpose of the change is to keep Vitas strong and competitive among other rising hospices by superior customer service and employees that well taken care of especially for their hard work.The next step re quires others to empower the broad based change, meaning that every individual must feel desire they are always involved and an important aspect of the process. The constant reduplication of this by the seniors and supervisors should continue this effort. If a pre-shift is finished early, the seniors may ask individuals near their daily lives and allow them to connect with each other. Working alone is a preference for some but being able to come to work with friends just gives them another incentive. Kotters next step is planning for and creating short-term wins. If there is something that causes an individual to work hard, its something they want. The PCA should create an incentive system based on an individuals consistency and dedication.This all depends on the discipline since a PCS does not handle the medical work of a RN. An example of an incentive for a PCS would be a small posit for having a consistently high calls answered through several months. Additionally, an RN would receive a small raise based on customer contentment surveys or recommendation from a supervisor for observation of great work. The last two steps involve improving on previous successes and maintaining a bar by addressing the state of the call center every monthly meeting. Awards should be continued to recognize individual efforts but also continued awareness of each employees efforts.Overcoming Barriers to Change and Sustaining ChangeThere will be always some resistance to change despite the hardest efforts but there are several ways that will encourage a shift. One reason a person works is for the money to net profit and enjoy the lifestyle they have chosen. With the incentive already addressing this through incremental raises, employees should continue to look for ways to be consistent and work hard. Additionally, numerous people have families, personal days or things they wouldlike to do on certain days. Vitas may address this through hiring of employees in order to be flexi ble with schedules. Lastly, in order to feel involved, the PCA should look to meet with individual employees to communicate the vision and address any concerns they may have. Sustaining change requires the efforts of everyone including the PCA. Continued reinforcement means fixing problems as they appear or prepping for future conflicts.ConclusionDespite the new technology to save more(prenominal) and more lives daily, so too does the technology to destroy them. E-cigarettes and processed foods are just to name a few. Vitas Hospice should be ready for the many eld to come and the health problems that cause terminal diagnosis to arise. With this change in place, Vitas will be ready.ReferencesSisson, P. (2014). SD Hospice to Close Scripps Steps in. Union Tribune. Retrieved kinfolk 9, 2014, from http//www.utsandiego.com/ countersign/2013/feb/13/san-diego-hospice-closing/Webster, M. (2014). Successful Change Management Kotters 8-Step Change Model. Retrieved September 9, 2014, from h ttp//www.leadershipthoughts.com/kotters-8-step-change-model/