Change Theories Project

CHANGE THEORIES PROJECT
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DateThere has been a constant decline in customer satisfaction in the facility for the past six months according to a report by the Senior Nursing Officer. Using this source of information as an evaluation tool, it is certain that customer satisfaction is compromised and coming up with a plan to improve the state is imperative (Burns & Grove, 2010). An efficient action plan includes, first listing the indicators of satisfaction then identifying a plan for each driver listed, next the facility staff will be educated on the plan by conducting seminars and workshops. When these steps are complete, staff will be expected to improve their behavior which will be confirmed by observation and collection of feedback from patients. Monitoring of results will go on over time and training of new staff on customer service (Spahn, Reeves, Keim et.al, 2010).
The change model that will be applied to address the change is a normative-reductive model. This model is most suitable because it focuses on relationships, attitudes, feelings and perceptual orientation. Customer service is not only noncognitive but also does not require the authority to execute but the right attitude, perception and effective communication between the patients and staff (Hayes, 2014). The model will be implemented through training of the staff and monitoring their effectiveness through observation and surveys.
The strengths of implementation of the plan include the availability of different people of whom some are innovators and early adopters who are interested in changes.

Also, the facility has resources to enhance the implementation of the plan (Blairs, 2015). The major weakness of implementing the plan is the availability of different opinions from on the approaches to be used in addressing the problem. However, this will be overcome by discussion and prioritizing on the most effective ones. Opportunities that exist for addressing the problem include the availability of new staff and supportive management. Resistance is the key threat to implementing the plan of action. Training and clarification on the consequences of the problem will be used to reduce resistance.
References
Blais, K. (2015). Professional nursing practice: Concepts and perspectives. Pearson.
Burns, N., & Grove, S. K. (2010). Understanding Nursing Research-eBook: Building an Evidence-Based Practice. Elsevier Health Sciences.
Hayes, J. (2014). The theory and practice of change management. Palgrave Macmillan.
Spahn, J. M., Reeves, R. S., Keim, K. S., Laquatra, I., Kellogg, M., Jortberg, B., & Clark, N. A. (2010). State of the evidence regarding behavior change theories and strategies in nutrition counseling to facilitate health and food behavior change. Journal of the American Dietetic Association, 110(6), 879-891.