Springfield General Hospital (SGH) is committed to high quality healthcare for patients, and providing tools to support physicians, nurses and pharmacists. SGH leadership approved the computerized physician order entry (CPOE) system as a solution to reduce prescription errors, and the results of the CPOE project are disappointing. The data show increased prescribing errors after implementing the CPOE; resulting in increased costs for adverse drug events, rather than the planned cost reduction (Spector, 2013). This change management plan provides the SGH board of directors and executive management team pragmatic steps to increase quality for patients by assessing the root issue of hospital errors as it relates to incorrect prescriptions, analyze what changes to the CPOE need to be made to meet SGH’s goal, and a recommendation for next steps in building out an effective change management plan for SGH.
This new change management plan begins with understanding the current state of the internal and external business environment in regards to patient quality, specifically for prescription drugs. SGH has been plagued with patient quality issues, therefore SGH finds itself in a situation which is inherently antithetical to the mission of the hospital. The costs of healthcare continue to rise at an alarming rate, and hospital boards are experiencing increased scrutiny in their ability, and role, in ensuring patient quality (Millar, Freeman, & Mannion, 2015). Many internal actors are involved in patient quality, from the physicians, nurses, pharmacists and IT administrators, creating a complex internal system. When IT projects, such as the CPOE initiative fail, the project team me...
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...ommunication plan must take this need into account by planning frequent and transparent communication to employees to keep the SGH employee base engaged and motivated (Creasey et al., 2014). Due to the complex inter-relationships of the people involved in patient care in a hospital setting, the change plan should include elements from Total Quality Management (TQM) tools and techniques. TQM focuses on customer satisfaction, and assesses the cross functional processes of the organization in meeting quality (ASQ, n.d.). Reinforcing transformational behaviors by identifying early win opportunities in the change plan, and celebrating success along the way with broad positive communication, will encourage the SGH organization to meet the change plan goals (Nastase, Giuclea, & Bold, 2012). It is imperative to gain momentum coming off of the results of a failed project.
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