Step-by-Step Guide to Using ChangeChampion™ Tools
A healthcare provider is implementing a patient portal to improve communication and engagement with patients. The project will be rolled out over six months, requiring staff training and patient onboarding to the digital platform.
1. Align & Design Phase
Kick-off Engagement
- Vision and Deliverables: Define the objectives for the patient portal implementation to enhance communication and engagement with patients. Utilize the Change Readiness Assessment to assess the current preparedness of the healthcare provider’s staff and patients.
- Engage with Thought Partner to brainstorm potential challenges and opportunities in the project planning phase.
Example Prompt: “Define clear objectives for implementing the patient portal that will streamline communication and enhance patient engagement. Identify key steps to prepare staff and patients for a seamless transition to the digital platform.”
Establish Leader’s Intent
- Use the Power Mapping Tool to identify key influencers and decision-makers within the healthcare provider who will support the patient portal initiative.
Document/Model the Ecosystem
- Conduct a SWOT analysis using the SWOT Analysis Tool to identify strengths, weaknesses, and opportunities for the patient portal.
- Use the results with Thought Partner to create your Case for Change and Action Plan.
Example Prompt: “Develop a strategy using insights from the SWOT Analysis to ensure successful patient portal adoption, focusing on elevating patient satisfaction and engagement.”
TIP: Engage patient advocates early to help co-create onboarding materials that resonate with the patient community2. Build & Empower Phase
Communicate to Gain Buy-In
- Communication Strategy: Develop messages to effectively engage staff and patients about the new patient portal. Use Thought Partner to draft your messaging.
Example Prompt: “Create engaging communications that highlight the benefits and ease of use of the patient portal, ensuring staff and patients are informed and encouraged to participate.”
- Then use Critique My Content to review your drafts for insights that ensure materials effectively convey the portal’s benefits.
Implement Initial Elements
- Training Sessions: Collaborate with Thought Partner to organize and conduct training sessions using the Virtual Meeting Toolkit to educate staff on the patient portal and onboarding procedures.
Example Prompt: “Develop training modules that equip staff with the skills needed to effectively use and support the patient portal, focusing on patient interaction and digital literacy.”
Realign Resources and Processes
- Develop a team charter using the Team Charter template to establish clear roles, responsibilities, and goals for the patient portal implementation.
TIP: Use interactive demonstrations and role-playing to enhance staff training and build confidence in using the patient portal3. Acknowledge & Sustain Phase
Celebrate and Acknowledge Success
- Recognitions: With Thought Partner input, acknowledge the efforts of staff and patients in adopting the patient portal through public recognitions and thank-you notes.
Example Prompt: “Create a celebration event that honors the contributions of staff and patients in the successful rollout of the patient portal, reinforcing a culture of collaboration and innovation.”
Communicate Realized Value
- Use Thought Partner to create a survey aimed at gathering insights on the effectiveness of the patient portal and training sessions.
Example Prompt: “Develop a survey to capture patient and staff experiences with the patient portal, focusing on ease of use, engagement, and areas for improvement.”
- Deploy the Survey Analyzer to process the survey results and gain actionable insights on the portal’s impact and alignment.
Incorporate Lessons Learned
- Conduct the Start-Stop-Continue exercise with the implementation team to gather insights and recommendations, ensuring continuous improvement in patient portal practices.
Design and Launch Next Initiatives
- Risk Management: Develop a risk management plan with Thought Partner collaboration to address potential challenges and ensure the patient portal remains effective and user-friendly.
Example Prompt: “Formulate a risk management strategy to identify and mitigate potential issues with the patient portal, focusing on maintaining its functionality and enhancing user satisfaction.”
TIP: Continuously gather feedback from patients and staff to adapt the portal and address evolving needs and expectations