Leading Change: General Surgery Unit

Barbara Norris: Leading Change in the General Surgery Unit

By:
Claude Simpson




Section 1 – Introduction to the Organization
• The General Surgery Unit is a vital healthcare facility that offers specialized surgical care to patients.
• Barbara Norris is a nurse manager who joined the unit to improve its performance and enhance patient outcomes. However, she has encountered a range of leadership problems that are impeding progress and causing discontent among the staff.
• The unit operates in a demanding, fast-paced environment where effective teamwork and communication are crucial for success.
• The organization is committed to providing high-quality patient care, but the unit has been facing challenges that hinder its ability to achieve this goal.
• There is a need for positive leadership and innovative strategies to address the existing issues and create a more cohesive and efficient working environment.

Section 2 – Leadership Problems/Issues Facing the Organization
• Low Employee Morale: The unit was plagued by low employee morale due to a lack of recognition, insufficient leadership support, and a challenging work environment. This led to a decrease in job satisfaction and productivity among the staff.
• Ineffective Communication: Communication breakdowns between the nursing staff and physicians were common, leading to misunderstandings, delays in patient care, and an overall disjointed approach to treatment.
• Staff Conflict: There were underlying tensions and conflicts among the nursing staff, which hindered effective teamwork and collaboration. This discord negatively affected patient care and the overall unit’s performance.
• Resistance to Change: The unit was resistant to change, making it challenging for Barbara Norris to implement new strategies and improvements to address existing issues.
• Quality of Patient Care: The leadership problems directly impact the quality of patient care and can result in decreased patient satisfaction and outcomes.

Section 3 – Recommendations
• Employee Recognition and Support: Implement a system to recognize and appreciate the efforts of the nursing staff regularly. Provide support and resources to help them cope with the demands of their roles.
• Improving Communication Channels: Foster better communication between nursing staff and physicians through regular meetings, clear protocols, and shared decision-making processes.
• Conflict Resolution Strategies: Conduct conflict resolution workshops and encourage open dialogue among staff to address underlying issues and promote a harmonious work environment.
• Change Management Plan: Develop a comprehensive change management plan that involves all stakeholders, communicates the benefits of the changes, and addresses concerns effectively.
• Promote Team Building: Organize team-building activities and exercises to improve relationships among staff members and enhance collaboration.

Section 4 – Metrics or Indicators of Success
• Employee Engagement and Satisfaction Surveys: Conduct regular surveys to gauge employee engagement and satisfaction levels. Track improvements over time as an indicator of positive change.
• Patient Satisfaction Scores: Monitor patient satisfaction scores to assess the impact of improved communication and teamwork on the quality of patient care.
• Reduction in Staff Turnover: Measure staff turnover rates to determine if the implemented changes positively affect employee retention and job satisfaction.
• Patient Outcomes: Track patient outcomes and complications to evaluate the direct impact of the improvements on the quality of care provided.
• Efficiency Metrics: Monitor metrics related to patient wait times, surgical scheduling, and overall unit efficiency to assess the impact of the improvements.

Section 5 – Anticipated Outcomes
• Improved Employee Morale: Employee morale is expected to improve with increased recognition and support, leading to higher job satisfaction and motivation.
• Enhanced Communication and Collaboration: Effective communication strategies will improve teamwork and collaboration among nursing staff and physicians.
• Conflict Resolution and Team Cohesion: Addressing underlying conflicts will result in a more cohesive and harmonious work environment, improving patient care and outcomes.
• Successful Change Implementation: A well-executed change management plan will lead to a more adaptable and receptive organizational culture, embracing continuous improvements.
• Higher Patient Satisfaction and Outcomes: The anticipated outcomes include improved patient satisfaction scores and better patient outcomes due to enhanced teamwork and communication in the unit.






References
Groysberg, B., Nohria, N., and Bell, D. (2009). Barbara Norris: Leading Change in the General Surgery Unit. Harvard Business School Case 409-090, March 2009.