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Running head: CHANGE PROCESS COMMUNICATION PLAN 1

Change Process Communication Plan

Carlos R. Herrera

University of Phoenix

AET/560 Facilitating Change

May 15, 2017

Cristina Nortz Ph.D.


CHANGE PROCESS COMMUNICATION PLAN 2

Change Process Communication Plan

This document presents the change process communication plan for the Department of

Veterans Affairs (VA) Online Appointment Scheduling Program. The plan is based on the

Learning Team C presentation, observations, and understanding of VA's goals. The plan

recommends the use of an online scheduling system that meets the medical needs of veterans and

provides them with timely medical care, and to meet the following VA goals and objectives.

Development of new patient-oriented tools, and centers that help veterans in

making informed decisions about their healthcare.

Enhance the customer service experience.

Provide staff members with tools that allows them to quickly access patient

information while providing a more reliable method for communicating with

patients.

The plan serves as a roadmap for VA change leaders for spreading the information on the

change in a cost-effective and efficient manner. The approach for the dissemination of the plan to

the patients relies on the following factors:

Target Segmentation and Outreach requires a thorough understanding of the

target audience and how to reach it.

The modality of Communication the use of public announcements, direct

communications with patients and stakeholders.

Resources the plan leverages all VA resources to communicate and deliver the

message to all stakeholders.

Outreach Programs the plan relies on the engagement of the community,

partners and Non-Governmental Organizations (NGOs) that plan and carry out
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programs on behalf of veterans to share the message and inform veterans of the

plan.

Measurable the results and impact of the various elements and changes must be

measurable to provide VA with continuous feedback to modify the service.

The following table (Table 1. Change Process Communication Plan), outlines the plan for

the implementation of the Online Appointment Scheduling Program.

Table 1: Change Process Communication Plan


Audience Objectives Effect Procedures Frequency Evaluation

Patient - Interviews - Patients will - Use of - Quarterly - Feedback


to assess the require surveys and evaluation
existing assistance to face to face - Review at the end
issues with complete the interviews to of plan
the questionnaires communicate implementation
appointment - Hospital Staff with hospital
program will assist and staff
patients
Manager - Assess the - Coordinate - Weekly - Submitted - Team Interviews
issues with with Non-Care Reports by noon - Survey at the end
the existing staff to assist each Friday of plan
appointment patients in implementation
program collecting the
data.
Care - Document - Coordinate - Face-to-face - At the - Feedback
Team patient with Non-Care conversations start of evaluation
(doctors, comments of VA Staff to with patients each shift - Survey at the end
nurses) the issues compile the - Gather of plan
with the collected data comments implementation
existing and the end
appointment of a shift.
program
Other - Disseminate - Perform all - Email At - Email a request
Non- Plan administrative - Mail completion for feedback
Care VA - Monitor duties - Blogs of each
Staff and plans - Compile data - Online Plan
NGOs schedule -Prepare - Flyers milestone
and communications
timelines
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Objectives of the Communication Plan

According to Kime (2016, para.1), "Military veterans continue to wait several weeks for

medical care." By providing veterans with an alternative to visiting clinics or to making phone

calls to schedule an appointment, the communication plan outlines the instructions for personal

to assess the need and implement the changes to offer patients with a mechanism for online

scheduling of appointments.

Target Audience

The Department of Veterans Affairs estimates that the number of veterans enrolled in the

VA Health Care System exceeds the 8.97 million patients, according to their Fiscal Year 2015

statistics (VA, 2017). Of those patients, the average age of 46% of those enrolled is 65 years old.

These numbers are just a few of the available statistics that describe the magnitude of the need

for a system that provides an efficient way to schedule an appointment.

Effects of the Change

The rising costs of health care and the need for Care and Non-care providers requires that

the community and NGOs partner with VA to help veterans, by providing information and

assistance to receive services. The proposed change plan for online appointments requires that

VA Staff becomes trained in the use of the new online system and that in turn, they share that

training with others while providing patients with information and assistance to book their

appointments. The plan relies on the use of NGO and other VA assistance organizations to assist

VA in executing the plan.

Procedures for Sharing and Distribution of the Plan

The distribution of the plan and all elements and information will be conducted using a

comprehensive media campaign that includes flyers, online sites and blogs, emails and regular
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mail, to reach veterans of all ages.

Frequency and Modalities of Communication

During the planning stages the communication will be quarterly, and once the plan is in

place, the e-sites and blogs will continuously stay current with up-to-date information on the plan

and its implementation, as well as information for patients on how to make the appointments.

Evaluation of the Communication Plan

Once the plan is in place patients will take part in a survey to evaluate the plan in its

entirety to suggest any modifications or need for additional changes. The evaluation process will

continue, with quarterly assessments during the first year, and yearly after that.
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References

Kime, P. (2016, April). Despite what the VA says, veterans still wait weeks to see a doctor.

Retrieved from http://www.militarytimes.com/story/veterans/2016/04/19/gao-

appointment-problems-continue-plague-va/83247080/

VA. (2017, May). National center for veterans analysis and statistics. Retrieved from

https://www.va.gov/vetdata/

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