Overcoming Resistance to Change · Overcoming Resistance to Change ! Meet people where they are! 7...
Transcript of Overcoming Resistance to Change · Overcoming Resistance to Change ! Meet people where they are! 7...
Overcoming Resistance to Change Kelly McCutcheon Adams, MSW, LICSW Director, Institute for Healthcare Improvement
November 12, 2014
Thank you to the Leading Quality Improvement Faculty at IHI
! Jill Duncan ! Robert Lloyd ! Carol Haraden ! David Munch ! Jesse McCall
High-Impact Leadership Behaviors
Person-‐centeredness Be consistently person-‐centered in word and deed.
Front Line Engagement Be a regular, authen7c presence at the front line and a visible champion of improvement.
Relentless Focus Remain focused on the vision and strategy.
Transparency Require transparency about results, progress, aims, and defects.
Boundarilessness Encourage and prac7ce systems thinking and collabora7on across boundaries.
Swensen S, Pugh M, McMullan C, Kabcenell A. High-Impact Leadership: Improve Care, Improve the Health of Populations, and Reduce Costs. IHI White Paper.
Cambridge, Massachusetts: Institute for Healthcare Improvement; 2013. (Available at ihi.org)
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Danish Moments ! Even if you do not consider yourself to be in a formal
leadership role, how do these behaviors apply to you? ! When are you called upon to be a leader?
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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 improvement?
The Model for Improvement
Act Plan
Study Do Source:
Langley, et al. The Improvement Guide, 1996.
The three quesKons provide the
strategy
The PDSA cycle provides the tacKcal approach to tesKng ideas
“Everyone in healthcare really has two jobs when they come to work every day:
to do their work and to improve it.”
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Dr. Paul Batalden Senior Fellow, IHI
Overcoming Resistance to Change
! Meet people where they are!
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Rogers’ Adopter Categories
Rogers, E. M. (2003). Diffusion of innovations. New York, Free Press.
‘Traditionalists’
Early Adopters
Early Majority
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Late Majority 11
Laggards/Traditionalists 12
Matching Activities to Key Adopter Categories Early adopters ! Search for successful sites (“Found Pilots”) ! Create pull through communication ! Change agents need a plan for sites that come forward ! Focus on influencers as messengers ! Invest resources initially with the early adopters ! Make the work of early adopters observable
Early majority ! Allow for peer-to-peer contact with early adopters ! Communicate local successes
Late majority ! Peer pressure is necessary ! Communicate adoption of the changes is inevitable
Danish Moment ! Using Rogers’ Adopter Categories, what is an area of
your life where you are an early adopter and what is an area of your life where you are a laggard/traditionalist?
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