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Managing Change - some frequently asked questions

Questions (click on question to take you to the answer)

>	How do we handle staff who are resistant to change?
>	How do we deal with GPs who are resistant to change?
>	How can we ensure that we follow through on our goals once we have agreed on what needs to be done?
>	How do we ensure that team members follow through on tasks?
>	What can we do to ensure that we hold regular meetings?
>	How can we create more awareness about the Program within our organisation?

How do we handle staff who are resistant to change?
Involve the senior leadership right from the beginning to ensure you have their support. Identify staff who will work with you. Build relationships. Make sure you communicate goals and progress throughout the project and involve the staff in small tests of change to slowly help redefine roles and relationships. Ensure the aims of the project are clear to all staff. Make sure the staff understand that data will be used for learning and improvement, not for judgment. Show the results of your PDSA cycles and monthly results to staff on a regular basis.

How do we deal with GPs who are resistant to change?
Identify one GP lead within the practice, and work with that person. Use his or her involvement and improvement results to convince others. Identify a nurse lead and/or practice manager and include nurses who work with the GPs in your projects. The nurses can then work to help you influence those resistant GPs.

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How can we ensure that we follow through on our goals once we have agreed on what needs to be done?
Once you have agreed on what needs to be done, use the Plan, Do, Study, Act (PDSA) cycles to test your ideas. When in doubt, go back to the three fundamental questions in the Improvement Model:

What are we trying to accomplish?
How will we know that a change is an improvement?
What changes can we make that will result in an improvement?

How do we ensure that team members follow through on tasks?
Establish specific responsibilities for individual members of the team and the time frames for completion of tasks. This is helped by completing the PDSA template which is available for your use. If tasks are not followed through, find out why. If the staff does not have time to complete tasks, discuss with the team and senior leadership and try to find or make available more resources.

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What can we do to ensure that we hold regular meetings?
If you are unable to hold regular meetings because of lack of time, discuss resource availability with the senior leader. Arrange for staff cover during meetings, or schedule meetings before or after a shift. If lack of focus is the issue, revisit aims, and plan for testing changes. Schedule the next meeting at the end of each meeting.

How can we create more awareness about the Program within our organisation?
Write articles about the Program for your in-house newsletter. Display storyboards or posters of work in progress. Request for time to make a presentation of developments and improvements the practice is making.

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