Medway Foundation Trust - Change Management
Project Background:
Medway FT was in the first wave of South East Coast Trusts to commit to the CRS programme as part of the NPfIT. BT were the prime contractor for software development and installation but the Trust was responsible for its own change management contribution which included process redesign, service redesign, staff engagement and training, formal staff consultation and stakeholder engagement and communication.
Although Medway had a cadre of internal change agents they were largely inexperienced and had never encountered change on this scale before. They also lacked some basic change skills, tools and techniques. Basis was engaged to rectify this and provide change agent leadership.
Approach to the work:
Basis devised an entire organisational development programme for the internal change agent and provided formal training, for example, in Basis Business Analysis™ as the core process and service redesign methodology. Basis also installed performance management systems so that Medway could retain management and control of the programme and understand its fit with other programmes and cross cutting corporate dependencies.
Basis then led the internal change agent team to:
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Engage with stakeholders and explain the implications of the CRS programme on operational working practices;
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Worked in conjunction with BT the software and systems integrator to understand the full range of opportunities and constraints that came with the CRS;
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Reviewed, mapped and then redesigned services and processes in conjunction with operational teams to achieve a best fit with the CRS programme;
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Devised and delivered communications to operational staff;
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Designed and ran change management workshops;
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Engaged with external stakeholders to explain CRS implications.
Part way through Basis engagement BT withdrew from the national programme rollout of CRS but by then Medway FT was well prepared for the partial installation of software and Basis has enabled effective operation as originally intended without BT input.
At the time of drafting this case study the entire future of the NPfIT and CRS national programmes is in some doubt and uncertainty. CSC had replaced BT in South East Coast SHA but has also subsequently withdrawn.
Medway FT has continued to engage Basis on a range of associated support projects that will contribute to effectiveness once the national picture becomes clear. Those projects include:
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Installation and training in Performance Management Project Toolset (PMPT) an NHS National Innovation Centre tool that Basis exclusively licensed by the NHS to install;
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Further business analysis training;
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An efficiency review of the Health Informatics Services who are providing many of the management information systems not included within CRS.
Testimonial:
Coreen Eastes, Associate Director of Service Development, Medway NHS Foundation Trust
“Working with the Basis team on this current project has brought to the table a wider and more business focused approach to how we as a trust need to move forward in commissioning our IT service provider.
I have found the team very supportive and they have provided what we require in an effective and very professional manner. I look forward to working with them in the future.”
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