Change Management for patient-centered medical home

The Challenge

Manage the change required to implement the Patient Centered Medical Home Model

This System was rapidly evaluating their desire and capability to become an Accountable Care Organization (ACO) as a part of recently approved Health Care Reform legislation. They recognized that the major challenge to success was not only new process and systems changes, but also the transformation of thinking and behaviors for their physicians, nurses, medical assistants and support staff. Leadership desired to apply advanced Change Management practices and Serving Leader ways of thinking and leading.

The Solution

Third River utilized Serving Leader-focused Change Management practices to train physicians, nurses, medical assistants and support staff in the implementation of Patient Centered Medical Home and Population Management practices. This training included real life interactive business simulations, which built the confidence and expertise required to proactively implement the new practices. Additionally, Third River provided individual coaching to key physician site leaders to equip them to embody and lead the change with their peers and staff.  Finally, Third River developed nursing leadership and staff with coaching skills designed to encourage more responsible patient behavior in owning their individual health improvement. 

The Outcome

Successful roll-out and ability to cascade a consistent process.

The first phase of the roll-out was a great success and led to the initial three sites expanding to over 20 other site practices in the subsequent phases. Physicians, nurses, medical assistants and administrators consistently indicated that Serving Leader Change Management support is a key to the success of the effort.