NR 528 Module 5 Discussion_Implementing Change.

clients and pharmacies. The office is part of a larger hospital system. One of feedback skills can be used to discuss the event with the medical assistant? I recommend reviewing the job description for the medical assistant role and duties for this situation. Also, establish a plan of action with instructions on protocols to follow when patients call for prescription refills. The coaching, which must take place, is a direct conversation with transparent communication of policies and the seriousness of patient harm that could have occurred. Stress the organization's financial and legal ramifications that could have occurred due to her malpractice actions. c. Which change model would you use to implement the identified change and why: Lewin’s Theory of Planned Change, Plan-Do-Study-Act (PDSA), or Kotter’s 8-Step Process for Leading Change? In this scenario, a quick investigation and change process must take place. Therefore, I would use Kurt Lewin’s 3-step Theory of Planned Change: 1. Unfreezing – Research feedback to seek input from all team members on how medication or refill requests are received and processed. 2. Freezing—Any phone calls regarding medication refills must be handled by a nurse or advanced practice provider. 3. Refreezing—Once a new process has been trialed, pause to see whether it is effective for handling medication or refill orders. d. Identify and discuss one barrier to implementing the change process. Identify and discuss one factor that facilitated the change process. A barrier to implementing this process change is resetting the way people think and how things must be done. Any time there is a change, people are always in the mindset of why things must be changed, as we have always done them the other way.