Beyond implementation: The importance of ongoing change management

Maria Elisseou,
Chief Operations Officer

Change is constantly happening, whether it's a new software implementation, a process change, or a shift in organisational structure. But what happens after implementation? Many organisations only consider change management during implementation, and then they move on to the next project. However, effective change management should be an ongoing process for leaders, as every process change you make, however small, can have a ripple effect on your organisation. 

In healthcare settings like the NHS, where the pressure is already high and patient care is critical, any system change needs to be managed carefully to avoid causing added stress to staff members and interrupting the continuity of care. This is why having a well-thought-out plan in place to manage the impact of these changes is crucial. At Locum’s Nest we understand these challenges first-hand, as many of our team members have worked in the NHS before and know how important it is to consider the human factor when implementing any kind of change.

Our approach when considering a change management strategy is to start by identifying the desired outcome: What are you hoping to achieve with the change? Who will be affected, and how? How will you communicate the change to all stakeholders, and what support will they need to adapt to the change?

Reflecting on our work, we frequently receive requests to block certain actions or turn on specific features. And while we're happy to accommodate these requests, we also recognise that our responsibility extends beyond simply ticking a box in the system. Therefore, our team goes above and beyond to help support the change management process for our customers. 

So what does post-implementation change management look like? 

Below we share our approach to change management which helps ensure a smooth transition for all our customers. 

1. Consider WHO will be affected by the system change:

• Every change, no matter how small, will impact someone. By identifying who will be affected, we can anticipate potential issues and develop strategies to address them.

2. Understand HOW each user will be affected: 

• It's not enough to simply communicate the change; users need to understand how it will impact them specifically. By helping our customers understand how each user will be affected, we can reduce confusion and increase user adoption.

3. Work on a transition plan to ensure the change goes smoothly: 

• A plan, including a timeline, a list of tasks, and responsibilities for each stakeholder involved in the change, can help ensure that the change is implemented smoothly and efficiently. This also helps identify potential issues before they become problems, allowing to put in place steps to address them.

4. Share relevant communication including “What’s in it for me?”: 

• We work with our customers to communicate the impact of any change. Communication is key to successful change management, and it's important to tailor communications to the needs of each stakeholder group and keep them informed throughout the process. By focusing on the benefits of the change for each group, we can help ensure that everyone is on board. 

5. Assess & communicate the impact of the change: 

• After the change has been implemented, it's important to assess its impact, gather feedback, and communicate the results to all stakeholders. This can help build support for future changes and ensure that everyone is aware of the benefits of the change. 

Change management isn't just about managing the impact of the change on the organisation, it's also about managing the emotional impact on individuals. Change can be stressful and unsettling; however, if managed effectively, the impact can be positive. Team members may find that the new feature makes their job easier and more efficient. They may feel empowered to suggest other process improvements, leading to further positive changes. This can create a ripple effect of positive change that benefits everyone involved.

Our recent work with Mid and South Essex NHS Foundation Trust (MSE) serves as a great example of how change management can help organisations successfully introduce new systems and processes: 

In this case, MSE wanted to add an additional layer of approval to all shifts that had escalated rates. The aim was to ensure that the trust had clear visibility on where the spend was going and which departments had the most staffing challenges. Our role was to ensure that the right people had access to the system, and the approval process didn't create any bottlenecks or delays. 

We worked closely with all departments to ensure that the right people had access to the system. We sent out weekly communications to all impacted users (rota coordinators, timesheet approvers etc), letting them know about the changes, how and when it would impact them, and how to ensure they could see what was happening with their escalated rates approval. We also hosted online workshops for teams that wished to have some further training or 1-2-1 support to understand the process from a system perspective. The result was ensuring that the users who had used the system in a certain way were clear on how they’d need to approve escalated rates under the new process. The transition to the new approval process on the go-live date went smoothly without any impact on the service, with few inquiries and it was considered business-as-usual.

Moving forward, the data provided by our Intelligence module can be used to monitor the effectiveness of the change management process implemented for the escalated rates approval. Intelligence can show where any overspend is coming from, including which departments, specific shifts, and any patterns with particular grades or shift times. This data-driven approach ensures that the trust can continuously refine their processes and make informed decisions to reduce escalated rates and improve overall efficiency. 

Finally, by recognising the importance of change management post-implementation, we can help ensure that teams are able to adapt to new processes and technologies in a smooth and efficient manner. As software solutions and processes continue to evolve and new features are added, embracing ongoing change management is key for leaders so they can ensure that their teams are always prepared for whatever comes their way.

___
I'd love to hear your thoughts on this topic, and any tips or strategies you've found helpful in driving successful change. Whether you have questions or want to share your own experience, contact me at maria.elisseou@locumsnest.co.uk and let's start a conversation!