Change management: A framework for measuring and implementing organisational change

Author's Biography

Christa Y. Leung is a Senior Principal Health Systems Engineer in the Department of Management Engineering & Consulting (ME&C) at Mayo Clinic. She has a master degree in business administration from Augsburg University, Minnesota, USA, and bachelor degrees in commerce and science (honours in psychology) from the University of Melbourne, Australia. She has 13 years of business consulting experience in healthcare and has worked on various process improvement, implementation and change management projects. Most recently, Ms Leung was the change management metrics lead in one of the biggest implementation projects undertaken in Mayo Clinic’s history of more than 150 years: to converge more than 53,000 end users into a single electronic health record (EHR) and revenue cycle management (RCM) system across multiple sites. She is a certified Prosci Change Management Practitioner (Prosci Inc).

Jason E. Barclay M.H.A., PMP, is a senior project manager in the Department of Management Engineering and Internal Consulting (ME&IC) at Mayo Clinic. He is responsible for planning and executing institutional strategic and priority projects and has more than 15 years of experience in healthcare and retail information technology. He served as the Enterprise and Rochester Project Manager for change management readiness activities on one of Mayo Clinic’s largest initiatives to implement a single-system electronic health record. Jason holds a bachelor’s of science in management information systems and a master’s of arts in healthcare administration. He is a certified Prosci change management practitioner and a project management professional from Project Management Institute (PMI).

Catherine T. Botz has 30 years’ experience, of which 23 years has been spent at Mayo Clinic helping teams, managers and leaders improve how they do their work together. She has a Master of Education in Human Resources Development and Adult Education from the University of Minnesota, USA. She also has certifications in Real Colors (NCTI, Inc), Everything DiSC (John Wiley & Sons, Inc), Aubrey Daniels Performance Management (Aubrey Daniels International, Inc) and Prosci Change Management to help drive improvement on the people and the process sides of performance. She is a human resources senior adviser and has achieved the academic rank of instructor in the Mayo Clinic College of Medicine and Science, USA. She instructs and coaches others on application of quality improvement science, facilitation of successful change and building strong multidisciplinary teamwork. Her focus was driving readiness of change agents for the Plummer Project.

Nicole K. Hanf is a Senior Health Systems Engineer in the Department of Management Engineering & Consulting (ME&C) at Mayo Clinic. She is responsible for facilitating and analysing institutional strategic and priority projects. She has 17 years of experience in healthcare and information technology (IT), more than 8 years of experience in process improvement and quality and 6 years of leadership experience. She has 4 years of experience in leading laboratory, research and clinical teams in developing electronic health record solutions and providing business and strategic consulting assistance to strategic partners and providers. Before joining ME&C, Nicole was a business analyst, providing IT support and on-site workflow design and consulting services to Mayo Clinic research scientists. Nicole also provided laboratory test development support, workflow design and IT consulting services to over 50 internal laboratories in her role as a Senior Application Specialist in the Department of Laboratory Medicine and Pathology for 4 years. Nicole has a Bachelor’s degree in Business Administration from Winona State University and a Master of Arts in Health and Human Services from Saint Mary’s University (Minneapolis, Minnesota).

Jan C. Jasperson is a section head in the Department of Management Engineering and Internal Consulting (ME&IC) at Mayo Clinic. She is responsible for driving short-term and long-term strategic and operating plans that support Mayo Clinic’s strategic plan. Currently, she leads a large team of health systems engineers and project managers on one of Mayo Clinic’s largest initiatives to transition to a single-instance integrated electronic health record and revenue cycle management system. Jan is partnering with internal and external consultants to create the framework and lead the change management and communications efforts necessary to support change readiness activities for this transformational project. Previously, she worked in the neurological and neurosurgical intensive care unit as a registered nurse and nurse manager within the Department of Nursing at Mayo Clinic. She has been appointed Assistant Professor of Health Care Systems Engineering in recognition of her scholarly activities for Mayo Clinic. Jan is a member of HIMSS, has presented at local and national conferences, held the position of adjunct faculty at Saint Mary’s University and published in peer-reviewed journals on clinical topics in the field of neurology and neurosurgery as well as in the area of electronic health records.

Keri N. Kirby is a Senior Principal Health Systems Engineer in the Department of ME&C at Mayo Clinic. She is a certified Six Sigma Black Belt through the American Society for Quality and has more than 30 years of healthcare experience supporting large-scale organisational change. Ms Kirby served as the change management site lead at Mayo Clinic in Arizona during the largest enterprise-wide implementation of an integrated EHR and RCM system by Epic Systems Corp. Before joining Mayo Clinic, she held numerous healthcare consulting positions and served for 12 years in the Arizona Air National Guard as an emergency medical technician. She is an instructor at the Mayo Clinic School of Health Sciences and is certified in Prosci Change Management (Prosci Inc).

Christopher J. Mull is a member of the enterprise analytics team in the Department of Data and Analytics at Mayo Clinic in Rochester, Minnesota. He has more than 15 years’ experience in the business intelligence space within healthcare. Mr Mull has a bachelor degree of science in business administration and computer science from Carroll University, Wisconsin. His current role entails working with end users to develop back-end data structures to support data visualisation, predictive analytics with machine learning and advice on data best practices.

Archana S. Shinde is a senior health systems engineer in the Department of Management Engineering & Internal Consulting at Mayo Clinic. She has a Bachelor of Dental Surgery from Goa Dental College and Hospital, in India, and a Master of Healthcare Administration from the University of Minnesota, USA. She has 16 years of healthcare exposure with experience in systems engineering, consulting, process improvement, change management and Epic EHR–RCM implementation. She has worked on several large implementation projects that have involved thousands of employees across multiple sites at Mayo Clinic. She is an instructor of healthcare systems engineering, awarded in recognition of her scholarly activities for Mayo Clinic, and has a Prosci Change Management Practitioner certification.

Matthew M. Vogl is a Health Systems Engineer at Mayo Clinic in Rochester, Minnesota. He has 15 years of professional experience, the past 4 of which have been in the healthcare industry. He has a master degree in business administration from the University of Wisconsin —River Falls, a bachelor of science in business administration from Metropolitan State University, Minnesota, and is a Prosci-Certified Change Management Practitioner (Prosci Inc). Mr Vogl dedicated two years to the implementation of the Mayo Clinic EHR system with Epic Systems Corp in 2018, which was one of the largest practice initiatives of its kind in Mayo Clinic’s history. As part of this project, he helped develop, track and visualise the various measures from multiple surveys and readiness activities from more than 66,000 staff across five states. His current role includes consulting and advising practice areas on how to improve clinical processes and efficiencies related to patient care.