Phases of Change.
The first step in the phases of change is unfreezing. This step concerns getting ready to change. A need for change is identified. Unfreezing involves getting to a point of comprehension that change is needed and moving away from one's comfort zone (Marquis, & Huston, 2012). The second step in the phases of change is movement. This stage occurs as the change is being made. The change agent is recognized. Plans are implemented and strategies are utilized. The biggest hurdle in this phase is overcoming resistance. By recognizing and addressing concerns resistance can be tamed (Marquis, & Huston, 2012). The final stage is refreezing. It involves establishing stability after the change has been made. The change agent has stabilized and assimilated into the practice. The change has become the new norm (Marquis, & Huston, 2012). .
Results.
Patient satisfaction is the driving force for hospital reimbursement. A committee was established to improve patient satisfactions scores in the emergency room. To increase patient satisfaction it was decided to implement a telephone follow-up one day after discharge from the emergency room. The phone calls would be made during the day and stop before eight o'clock at night. The nurses would be the only ones making the phone calls. A script was established to assist the nurses in questions to ask. The questions were based off of the possible survey the patients could receive from an outside company. The questions pertained to following up with the physician referred to, getting prescriptions filled, and any general questions the patient may have. The follow-up calls were only made to patients discharged home from the emergency room. Restrictions were set in place on who to call. Any patient who has a diagnosis of sensitive issue, psychiatric, or detox was omitted from the call. Also any patient who frequently is a patient in the emergency room was not called.