OTHM LEVEL 7 POSTGRADUATE

DIPLOMA IN HEALTH & SOCIAL

CARE MANAGEMENT
Qualification Number: 603/6066/5 :

Student Name :Sathira Hettiarachchi

Student Registration Number : HSC/OML7/22/128

OTHM Learner Registration Number :

Assignment Cover Sheet

Learner Name Sathira Hettiarachchi

Learner’s OTHM HSC/OML7/22/128
Registration No.
Qualification Title OTHM Level 7 Diploma in Health & Social Care Management
Unit Reference No D/618/2710
Unit Title Leading Change in Health and Social Care
Word Count 3000
Submission Deadline 2nd of April 2023
Submitted Date

Declaration
1. In submitting this assignment, I acknowledge that I understand the definition of, and
penalties for, cheating, collusion and plagiarism as set out in the OTHM policy.
2. I declare that the attached submission is my own original work. No significant part of it
has been submitted for any other assignment and I have acknowledged in my notes and
bibliography all written and electronic sources used.
3. I acknowledge that my assignment will be subjected to electronic scrutiny for academic
honesty.
4. I understand that the failure to meet these guidelines may instigate the Centre’s
malpractice procedures and risk of failure of the unit and/or qualification.

---------------------------------------------------- -------------------------------------------------------
Learner’s Signature Assessor’s Signature
Date: Date:
Remarks

1. Analyze factors that drive change.

 Technology change.
Organizations in the healthcare sector are constantly responding to changing technological tools
and practices. They make changes in their organization in accordance with the changes in
technology. By not changing according to the new technology, their ability to face competition is
reduced. Asiri Private Hospital is therefore making changes in their organization in accordance
with the technical changes.

 Economic and political changes.

The current economic crisis has severely affected the health care system in Sri Lanka. There is a
shortage of fuel in the country due to the lack of dollars, which is a grant problem that Sri Lanka
is facing. Therefore, the hospital sector has faced difficulty in transporting necessary health
medicines and essential tools. Furthermore, the imposition of import regulations by the Sri
Lankan government and the increase in the cost of importing essential health medicines and tools
is another challenge faced by the hospital sector (E. Henderson, 2022).
Asiri Private Hospital should make changes in its organization according to those changes and
successfully respond to those changes and provide valuable services to the customers.

 To face competition.
Competition in the private hospital sector is increasing in Sri Lanka. A large number of private
hospitals have been established in Sri Lanka. From each of these hospitals, Asiri Private Hospital
has competition.

 Human Resources Problem.

The health sector is heavily dependent on human resources. Any omission or negligent act of an
employee creates a big risk. To avoid that risk, Asiri Private Hospital is constantly working to
attract skilled employees. Asiri Private Hospital is also making changes in the hospital to
increase the productivity of the employees.

2) Describe underpinning theories of change management.

1. Lewin’s Change Management Model.
This model is used by organizations to manage constant change and is easy to grasp.
 Unfreezing
A process must first change from its present state. To do this, one must go through defensive
mechanisms, avoid inertia, and destroy preexisting beliefs.

 Transition
The shift happens in the second stage. Confusion and uncertainty may be present. Sometimes the
eventual result is not obvious.

 Freezing
The replacement of outdated ways of working and thinking constitutes the final phase of the
transformation. At this phase, people start to revert to their familiar routines and feel more at
ease with the altered state of affairs.

2. Kotter’s 8-Step Model for Change.

In the field of change management, John Kotter is regarded as a top expert. His change
management methodology was specifically created with organizational change in mind.
There are 8 steps in the model:
I. Establish a sense of urgency.
II. Create a governing coalition.
III. Create strategic initiatives.
IV. Join the volunteer military.
V. Eliminate obstacles to encourage activity.
VI. Create quick victories.
VII. Continue to accelerate.
VIII. Organization change (WalkMe team, 2023).
3. Prosci’s ADKAR Change Management Model.
Another theory that serves as a road map and an execution strategy is the ADKAR change
management framework. This change management paradigm includes theoretical and real-world
applications, similar to Kotter's theory.
There are 5 stages in the ADKAR model:
I. Understanding of the need change.
II. Willingness to support change.
III. Understanding how to adapt
IV. The capacity to exhibit abilities and actions.
V. Reinforcement to ensure that the change endures (WalkMe team, 2023).

3) Describe approaches, tools and techniques that support the change process.

1. Force Field Analysis.

Force field analysis is used to weigh the advantages and disadvantages of beginning a change
strategy. And this concept can be helpful for organizations if a change strategy is wanted.

Figure 3.1 How to Perform a Force Field Analysis

Source: WalkMe Team, 2022.

2. Stakeholder Analysis
It focuses on different stakeholders (nurses, doctors, patients, board of directors) and considers
what they can achieve through change.
Figure 3.2 How to Perform a Stakeholder Analysis

Source: WalkMe Team, 2022.

3. Strategic Planning
This is a top-down approach. Under this concept, organizations clearly define vision and then
formulate a planned process for achieving this vision.
Figure 3.3 How to Use Strategic Planning

Source: WalkMe Team, 2022

4) Explain the importance of effective change management for service provision.
Without change, a company cannot develop, measure its improvement, increase its capacity, or
respond to unforeseen circumstances that affect its operations.
Example: If Asiri Private Hospital does not adopt effective change management, they will not be
able to face competition and achieve their corporate goals.
Companies that use effective change management are 3.5 times more likely to outperform their
competitors, according to an Everwise article (O. Airiodion and F. Crolley, 2023).
Furthermore, service providers that do not innovate and do not follow change management have
a low level of ability to provide satisfactory service to customers. These organizations are also
less able to attract skilled employees and develop productivity among employees. For these
reasons it is important for a service provider to adopt effective change management.

5) Develop a plan to implement a change in a Health and Social Care organization

A Change management Plan is the process that a business organization follows to implement
change in the business (The Chicago School, 2021).
Asiri Private Hospital has decided to make some changes in the hospital in order to provide
efficient and effective service to the patients while facing the competition. The change
management plan prepared for that is as follows.
1. Goal creation.
Due to the recent Corona epidemic in Sri Lanka, it was quite difficult for doctors to go near the
patients and treat them. Asiri Private Hospitals realized that there is no suitable technology in the
hospital to check and provide care to patients remotely. As a result, there were some problems to
treat the patients during that period and there was a risk regarding the safety of the doctors. Here
Asiri Private Hospital decides to attach a suitable technology to the hospital to remotely monitor
and care for patients in the hospital.

2. Establishment of a change team.

A member of the Asiri Private Hospital Board of Directors was appointed to lead this change in
management. He has good knowledge of change management and is knowledgeable in this
field.
Asiri Private Hospital has decided to create a change team including the following roles.
Role Name Department
Change Manager
Ministry of Health
representative
Operations advocate
Clinical advocate
ICT representative

3. Plan development.
i. Create a task list.
A task list is a list of tasks that must be completed to achieve organizational goals. The goal of
Asiri Private Hospital is to introduce a new technology to remotely monitor patients and provide
care. For that, Asiri Private Hospital should perform several tasks.
 In order to achieve this goal, researching the various technical methods available in the
world and choosing the most suitable technical method.
 Finding the existing laws and regulations to use that technology in Sri Lanka and
fulfilling those requirements.
 Task to install that technology in the hospital.
 Training employees to implement the technology in the hospital.

ii. Develop a timeline for the project.

Asiri Private Hospital has planned to implement this project within six months.
Task Januar February March April May June
y
1. In order to achieve this goal,
researching the various technical
 methods available in the world and
choosing the most suitable technical
method.
2. Finding the existing laws and
regulations to use that technology in
Sri Lanka and fulfilling those
requirements.

3. Task to install that technology in the

hospital.

4. Training employees to implement the

technology in the hospital.

iii. Use project management tools.

The use of software to facilitate the project is done under this.

4. Implementation of the change.

Early detection of potential problems during change management is difficult. Therefore, when a
problem arises, the organization may have to make a quick decision. The change team should
have an understanding of how to deal with such a situation. And everyone at Asiri Private
Hospital does not agree with this change. Some employees resist this. But Asiri Private Hospital
should communicate the purpose of the change clearly to the employees, give incentives to
embrace the change, take the feedback of the employees and implement it successfully.

5. Reinforcement
A reinforcement model can be developed for this.
● Provide positive incentives.
Develop a performance plan to reward change adopters.
● Use SMEs
Throughout the transition process, staff members may have several questions and concerns, and
training alone will not be sufficient to answer them. SMEs come in quite handy in this situation.
They continuously provide teammates encouragement and confidence that they can handle the
adjustments. Make sure teams are aware of their assigned SMEs.
● Review and adapt.
Regularly reviewing team progress to track changes. Be prepared to adapt further if an optimal
solution is not reached.

6) Assess and select relevant tools and techniques to implement and manage change.
Below are some tools and techniques that can be used to implement and manage change in Asiri
Private Hospital.
 Force Field Analysis.
 Stakeholder Analysis.
 Awareness, Desire, Knowledge, Ability, and Reinforcement (ADKAR) Analysis.
 Lewin's Change Model.
 Kotter's 8 Step Change Model.
 Culture Mapping.
 Strategic Planning.
 Customer Relationship Management (WalkMe Team, 2022)

Here are some things the organization should consider when evaluating and selecting tools and
techniques.
 Organizational structure.
 Employees' comments regarding the technique or tool.
 The format in which it moves.(Top to Bottom)
 Comprehensibility and ease.
Advantages & Disadvantages
Advantages Disadvantages
 Lewin's Change  Easy to understand.  Often considered
Model.  The model forces Asiri overly simplistic.
 Private Hospital to  Modern organizations
take the time to are continuously
prepare for change. improving, making it
 It forces Private difficult to perform the
Hospital to focus on refreeze step.
the fundamentals of
change
 Kotter's 8 Step Change  Places emphasis on  It's a top-down model.
Model gaining support from  Employee resistance
important personnel to can result.
achieve success.
 Fits nicely on top of
traditional
organizational
structures.
 Gives distinct stages
during the process of
change.

7) Develop measures to monitor and evaluate progress of the change plan.

 Clarify and re-evaluate organizational goals.
 Gathering feedback from employees.
 Getting input from team leaders.
 To see if the current situation is more productive than the previous situation after the
introduction of the technology.
 Survey of customer views on change system.

8) Apply a stakeholder analysis to understand possible resistance to change.

When it comes to any organization's project, those who are involved or have an impact on the
project are called stakeholders and stakeholder analysis is identifying these stakeholders before
starting the project and grouping them based on their interest and commitment.

Who is How are What What What is How can What do

impacted by they motivates resistance sources of you they need
the change impacted them might they resistance leverage to know
by have about influencers relative to
change this change to manage the change
resistors
Shareholders Has a Convinced High Emotional Awareness Advantages
beneficial that more financial of the of using
effect profits can cost benefits of new
be gained using new technology.
by facing technology.
competition
Customers Has a Being able The fear in Emotional Awareness Advantages
beneficial to connect the patient's of the of using
effect with mind due to benefits of new
doctors something using new technology
from any different technology. and how to
place at any from the use it.
time conventiona
(without l method
the need for
the doctor
to be in the
hospital).
Providing
 the
knowledge
to customer
about the
benefits of
this.
Doctors Has a Explain the Fear exists Emotional Awareness Advantages
beneficial benefits of about of the of using
effect using new whether benefits of new
technology. patients can using new technology
(Not be technology, and how to
having to monitored Providing use it.
spend time remotely the
in the and draw necessary
hospital, correct training to
protection conclusions. adapt to the
from new
contagion, technology
etc.) by losing
the existing
fear,
Providing
the
necessary
training to
adapt to the
new
technology
by losing
the existing
 fear.
Nurses Has a Explain the There is Emotional Awareness Advantages
beneficial benefits of some of the of using
effect using new resistance in benefits of new
technology the mind to using new technology
adapt to technology, and how to
modern Providing use it.
technology the
necessary
training to
adapt to the
new
technology
by losing
the existing
fear,
Providing
the
necessary
training to
adapt to the
new
technology
by losing
the existing
fear.

9) Critically appraise relevant strategies to manage resistance to change in organizations.

I. Communication and Education. Stakeholders may not have a clear understanding of why
change is needed.
For that reason, they resist change. Communicate to stakeholders why the change is necessary
and educate them about the value of the change.
II. Involving stakeholders in creating the change plan.
Stakeholders resist change due to the perception that effective change does not occur within the
organization. And the fear of job risk due to the change is a major reason for this. Stakeholders'
resistance can be managed by involving them in creating the change plan.
III. Providing support for adaptation to change.
IV. Provide incentives to adopters of change.
10) Evaluate the effectiveness of quality systems, policies and procedures used in a Health and
Social Care setting.
The success of systems, policies, and processes in achieving service standards the care should be
secure, clinically beneficial to the patient's recovery, focus on health, and try to lessen
complications or symptoms in the service user to increase survival.
Disease management policies are among the many initiatives and mandates.
 Increasing health care coordination.
 Providing incentive programs for employees in the health and social care sectors.
 Performance-based promotions and pay.
 Meeting patient support needs and establishing care facilities.
Thus, the health care organization seeks the effective support of the legal framework to raise the
standard of services provided and to cut operational costs by establishing organizational rules
and models. Policies and procedures support service coordination and provide high-quality
offers to service users in high-risk patient-related situations.

11) Analyze factors that influence the achievement of quality in the Health and Social Care
provision.
Below are some of the factors that influence the achievement of quality in health and social care.
I. Prior performance
Records are crucial to achieving quality, thus the care organization must maintain a record of the
quantified and significant accomplishments made by the company providing care services.
II. Patient Orientation
The primary objective of medical care is to alleviate the patient's illness. It should be clinically
effective and improve the user's survival.
III. Organizational credibility
In order to provide quality service, the stakeholders of the organization must work reliably.
IV. Eligibility
Organization that has a material impact on the ability of the organization to provide services
Users, i.e. organizations, should focus on strengthening trust with investors and funding
agencies

12) Suggest ways in which the Health and Social Care service could improve quality of service
provision.
a) Analyze health and social care service outcomes and data.
b) Set goals for health and social care services.
c) Forming a balanced team to deliver health and social care services. Inclusion of human
factor inputs in the provision of health and social care services.
d) Create an actionable plan for quality in health and social care.
e) Communicate goals and progress within the organization.

References
E. Henderson (2022) Sri Lanka’s healthcare system heavily affected by the current economic
crisis [Online]. Available at: https://www.news-medical.net/news/20220422/Sri-Lankae28099s-
healthcare-system-heavily-affected-by-the-current-economic-crisis.aspx (Accessed: 29 March
2023)

WalkMe (2022) 10 Practical and Effective Change Management Tools and Resources in 2022
[Online]. Available at: https://change.walkme.com/change-management-tools/#1-force-field-
analysis (Accessed: 29 March 2023)

Google (2023) Importance of change management in organization [Online]. Available at:

https://www.ocmsolution.com/importance-of-change-management/ (Accessed: 29 March 2023)

J. Matuszak (2022) Top 10 Healthcare Technology Trends [Online]. Available at:

https://knowhow.distrelec.com/medical-healthcare/top-10-healthcare-technology-trends/
(Accessed: 29 March 2023)

R. Izquierdo (2022) How to Create and Run a Change Management Plan [Online]. Available
at:https://www.fool.com/the-ascent/small-business/project-management/articles/change-
management-plan/ (Accessed: 29 March 2023)

A.Duvigneau (2022) Change management tools [Online]. Available at:

https://www.beekeeper.io/blog/change-management-tools/ (Accessed: 29 March 2023)

C. Culek (2020) Managing Stakeholder Resistance to Change [Online]. Available at:

https://www.batonglobal.com/post/managing-stakeholder-resistance-to-change (Accessed: 29
March 2023)

Primeast (2020) 7 Strategies for Overcoming Resistance to Change in the Workplace [Online].
Available at:https://primeast.com/us/insights/leadership-development/7-strategies-for-
overcoming-resistance-to-change-in-the-workplace (Accessed: 29 March 2023)