Week 5 Summative Assessment

Week 5 Summative Assessment: Change Management Memo
Kirby Lewis
University of Phoenix
HCS/370
Martha Owen
02/12/2024
Change Management Memo
Memorandum
To: All Team Members
From: Kirby Lewis
Date: 02-12-2024
Subject: Telehealth Implementation
Since January 2020, life as we all knew changed due to the Covid-19 pandemic. We had to adapt
to these changes not only in the workplace but in our personal lives at home as well. Change isn’t
easy. Especially unplanned changes. In fact, most people are naturally reluctant to change because
of discomfort with uncertainty. The organization recognizes the challenges you all have endured
were not easy but you all embraced change with integrity, faced challenges head on and were
diligent in finding solutions. As your new practice manager, I want to take a moment to thank you
all for your dedication.
Adapting to the Covid-19 pandemic required us to change how we deliver care to our patients. We
quickly realized that everyone coming into contact with one another wasn’t safe for our patients
and it was not safe for our staff. As an organization, we want to continue to deliver quality care to
our patients. Most of our services are in person so we needed to find a solution to continue to meet
our patient’s needs.
Offering telehealth services was the only option we had as an organization to adapt to the changes
from the pandemic. With the success of providing telehealth services to our patients we were able
to continue to serve our community. Clients and patients have realized the many benefits of
telehealth services, and depending on the study, 66 to 87% are stating preferences for telehealth
over in-person care (Maheu, M., 2023). Since we had such a phenomenal response from our
patients, staff, and providers we have decided to move forward with expanding our telehealth
services to all patients. We will begin implementing this service to all patients over the next three
months.
Everyone on this team has an important role in this organization. Our team wouldn’t be as great as
it is without each of you. I hope that you all approach this change with an open mind and a
continued eagerness to learn. You all were able to adapt and make the necessary changes during
the pandemic, so I am confident that we will be able to successfully implement telehealth services
to all patients.
“The secret to change is to focus all of your energy not on fighting the old, but on building the
new- Socrates” (Gracious Quotes, 2023).
As one of the largest FQHC health care facilities in Texas, we must make our services accessible
to all. We are aware that not all patients will be able to schedule telehealth visits for all healthcare
matters. Depending on the severity of the patient’s condition, some patients will not
be able to schedule telehealth visits and will still be required to come in for an in person visit. Our
goal will always be to give the patient the best care possible.
We will begin rolling out telehealth visits for adult medicine and pediatric patients next month. The
following month we will add behavioral health and OBGYN. The third month we will add on any
remaining specialty’s that are eligible for telehealth services. Implementing this process will take
approximately three months to complete. In order for this implementation to be successful all
employees will undergo the required trainings.
Delivering care using telehealth requires changes to your workflow for delivering care in person.
Several processes may be impacted, including scheduling, billing, check-in, appointment structure,
triage, consent, and documentation (Telehealth.hhs.gov.). Leadership will also be required to
complete these same trainings, so they are able to guide you through the training process.
Please be assured, you all are not alone. You will have the support and tools you need to be
successful. This includes all equipment needed such as: laptop, dual monitors, headsets etc. I.T.
will be sending out an email in the next two weeks. All portable equipment will have to be signed
out and will be tracked by I.T.
Also, in the next two weeks, we will have a team meeting to discuss further details and to give
each team member the opportunity to express any concerns, or suggestions that may be beneficial
to the team with implementing our new processes so please be sure to check your emails for the
meeting invitation and have your concerns and suggestions ready.
Things you can do now to help the organization prepare for implementation is start informing our
patients about the change upon arrival of an in person visit so they can discuss their options with
their provider and loved ones. In addition, the organization will begin sending out correspondence
to patients via mail and email to inform them of the upcoming changes. We will also promote this
change in our offices with large office signs to get the attention of our patients.
The organization is very excited for this opportunity to grow and expand the services we currently
offer our patients. I truly believe we are going in the right direction in regard to change and
innovation. Thank you all for your continued support and I look forward to speaking with you all
in the next upcoming weeks!
Work Cited:
102 socrates quotes on Life & Happiness (wisdom). Gracious Quotes. (2023, December 13).
https://graciousquotes.com/socrates/
Maheu, M. (2023, October 6). Benefits of Telehealth: Continuing Telehealth Post-pandemic.

Telehealth.org | Professional Training & Consultation. https://telehealth.org/risks-benefits- of-
telehealth-controversy-about-post-pandemic- telehealth/?
awt_a=7Wrn&awt_l=ANxn4&awt_m=3f7XwmJ98W27Xrn&utm_medium=ad
words&utm_campaign=&utm_source=&gad_source=1&gclid=Cj0KCQiAoKeuBhCoARI
sAB4WxtfPvozO7WFhhbvnC3NBY1uaI4f0EVRlSvj6LtXa7- UMs2bQw8L2hEgaAi3iEALw_wcB
Planning your Telehealth Workflow. telehealth.hhs.gov. (2023, June 21).

https://telehealth.hhs.gov/providers/planning-your-telehealth- workflow#:~:text=Delivering
%20care%20using%20telehealth%20requires,triage%2C%20 consent%2C%20and
%20documentation.

Week 5 Summative Assessment

Uploaded by

Copyright:

Available Formats

Week 5 Summative Assessment

Uploaded by

Document Information

Original Description:

Copyright

Available Formats

Share this document

Share or Embed Document

Sharing Options

Did you find this document useful?

Is this content inappropriate?

Copyright:

Available Formats

Week 5 Summative Assessment

Uploaded by

Copyright:

Available Formats

Week 5 Summative Assessment: Change Management Memo

Maheu, M. (2023, October 6). Benefits of Telehealth: Continuing Telehealth Post-pandemic.

Planning your Telehealth Workflow. telehealth.hhs.gov. (2023, June 21).

You might also like