ROLE OF CHANGE AGENTS IN CHANGE MANAGEMENT
Ileana Delgado-Romero, BS-HSA
“The rate of change is not going to slow down anytime soon. If anything,
competition in most industries will probably speed up even more in the next
few decades.” John P. Kotter
CONSULTING AGENTS ASSISTING CHANGE
Health Central Hospital
The need for internal and external change.
• Caring, compassion, commitment
• Affordable Care Act
Merger and the new President
• Less cost, Best practices
• What we focus on, we achieve
Blue Jay Consulting
• Change Management Approach
• Increase Revenue
• Shorten Wait Times
• Emergency Room Throughput
• Cultural Re-vamping
• Organizational Development
• Break resistance
• Resources & Tools
• Unified team
$10 billion global business
Agents that fit the need, the change and the
Agents have knowledge of the external
Agents are Leaders that practice different
CHANGE MANAGEMENT APPROACH
Direct and navigate policies and procedures
Decrease wait times.
Decrease patients not seen.
New Concierge Desk
Sustainability of short and long term goals.
Coach and interpret the vision.
• Leaders coaching management
• Management coaching staff
• Staff coaching staff
Resources and Tools
Change to a positive culture
Empowerment and accountability
Grade A Hospital for 24 months running in by the Leapfrog
Joint Commission full accreditation
OPPE best practice by VHA Southeast Bright Ideas magazine.
The 1st and only full accredited stroke receiving hospital in
#1 hospital in the Orlando Health organization for quality
improvement in the last 4 years.
According to the Center of Medicaid Services (CMS), “Health Central is recognized as a
mentor hospital for best practices in reducing harm and re-admissions.”
Situational approach –the need to be flexible to
handle any changes.
Awareness of the organization and its culture.
Internal and External changes
Knowing when assistance is needed.
Director and Coach
THE 4 P’S OF MANAGEMENT
Why? External or Internal.
How? What If’s?
Lean Six Sigma
Kotter’s 8 Step Process
Who are the players?
PURPOSE PICTURE PLAN PART