Management Of Casino And District Memorial Hospital: Issues, Challenges And Lewin’s Change Management Model

Organizational context

Discuss about the Management of Casino and District Memorial Hospital.

Casino and District Memorial Hospital is one of the most recognizable health care centers occupying a prestigious place in the realm of hospitality industry. This specific center provides effective services to 2,800 patients every year by recruiting 14,500 Emergency attendances annually (nnswlhd.health.nsw.gov.au, 2018).  Recently it has been observed that the hospital is facing innumerable challenges in maintaining their organizational rapport due to several internal as well as external issues (Cameron & Green, 2015). As per internal factors the organization is endowed with sufficient number of employees who can constantly provide effective services to public. Customers do not have to wait for a long in receiving the services of employees of Casino and District Memorial Hospital. As a result, large numbers of people from different cities of Australia tend to visit this hospital due to its fast service method. At the same time, while evaluating the internal factors one major weakness is also identified on Casino and District Memorial Hospital. It has been observed that human resources associated with the service process are not very much competent in operating advanced technology (Hornstein, 2015).

As per the external factors the socio-cultural backgrounds and technological efficiency are two recognizable factors due to which the entire business process Casino and District Memorial Hospital is highly influenced. Australia is constituted with the people of diverse cultural backgrounds and attitudes. In order to run a health care center in the market of Australia the organizational service providers should give equal respect and dignity to the people of various cultural backgrounds (Goetsch & Davis, 2014). However, human resources associated with this hospital are not very much advanced in their communication skill. As a result, the service providers are unable to fulfill the needs and demands of the patience. On the other hand, technology is one of the most important factors based on which the success of business in Casino and District Memorial Hospital is highly dependent. Australia is out an out developed in technology. In order to give effective services to the customers of Casino and District Memorial Hospital the human resources should have in-depth knowledge in operating the advancement of technology (Kaufman, 2017). However, service providers are not very advanced in maintaining data and information which left a negative impression in the mind of target customers. 

While evaluating the internal and external factors two major issues are primarily identifies within management of Casino and District Memorial Hospital. These two major issues have created a barrier in rendering image and reputation of an organization. Unfortunately, the two issues that are identified in this study are related to human resources. Health care service providers appointed within the organization are not very accustomed with multi-lingual flexibility (Van der Voet, 2014). On the other hand, it is also undeniable that patients who receive the services from this hospital are from different cultural backgrounds and psychological attitudes. Sometimes, they may not be flexible enough in maintaining formal communication with the service providers. As a result, both the customers and the service providers are unable to maintain a good bond.

The problem

In addition, another issue is also identified within the business process of Casino and District Memorial Hospital. The technological devices that are used for maintaining database of organization are not password protected and encrypted. As a result, unauthorized persons can easily avail the data and information and manipulate data as per their wish. After taking an admission of a patient the organization has to focus on collecting detailed case history of the patient so that they can implement the proper treatment (Lewis, Passmore & Cantore, 2016). Due to the lack of data security the managers have to face immense challenges in maintaining correct database of the facts. Employees associated with the business organization are not very much competent in operating advanced technology properly. As a result, customers who need online services are not getting proper feedback from hospital service providers. These issues are creating immense negative impression on the mind of customers (Al-Haddad & Kotnour, 2015). However, after evaluating the business issue it is observed that business experts need to take effective initiatives based on which the customers do not get dissatisfied on the overall services.  In order to overcome this kind of static situation, the business experts have decided to implement Lewin’s Change model for rendering an innovation within business management.

In order to render a business innovation within the management of Casino and District Memorial Hospital, the organization would like to implement Lewin’s Change management approach. Lewin’s Change management approach is primarily constituted with three major phases including unfreezing, changing and refreezing. On the very first phase the business experts have to identify the factors that need to change for gaining customers’ attention. It is observed that Casino and District Memorial Hospital is suffering two management issues currently (Kickert, 2014). Service providers are not very accustomed with the advancement of technology due to which the organization is unable to maintain confidentiality of data and information about patients. However, after identifying two major issues the operation manager of this hospital has decided to implement new business strategy.

In the second phase of changing Casino and District Memorial Hospital has decided to implement new business strategy. The human resource managers have decided to hire a new IT expert who would be able to maintain confidentiality of data and information by making every device encrypted and pass word protected. After maintaining encryption method the unauthorized persons would not be able to access any confidential data and information illegally. As a result, the business experts would be able to make a balance between organization profit and loss (Bolman & Deal, 2017). The role of IT expert would be providing proper training and development session to the employees as well. As a result, they can give effective feedback to the customers who are seeking for assistance and cooperation from the service providers. Moreover, in order to go away from communication barrier, the human resource managers can implement an effective training and development session for those employees who have communication issue (Otoo, Agapitova & Behrens, 2015). As a result, the employees would not have to face challenges in dealing with the patients of different cultural backgrounds and attitudes.

The change

Refreezing is the final stage where the business managers have to start their new process of business based on change management. In the previous stages the organizational managers have identified several aspects by highlighting the areas where changes should be made. After making an in-depth critical analysis about the pros and cons of the new implemented business strategy the managers intend to follow change management (Kuipers et al., 2014). After hiring IT experts within the entire process of business Casino and District Memorial Hospital would like to follow data protection act.  This very specific regulation ensures that data should not be disclosed in front of third party without taking permission of the concerned person. In addition, the IT experts have provided individual training to the customers. With the help of an effective training session the employees can handle sudden technological barriers. In addition, people want to gather organizational information and their service method can communicate by using advanced technology (Haslam et al., 2014). As a result, the entire communication method would be very much systematic and fast. Both the service providers and service users by sitting their own workplace can communicate with each other properly.

While designing the plan the business manager of Casino and District Memorial Hospital has identified major issues in three specific areas which are as follow:

• Issues in organizational culture and context:

While running the entire process of business every organization has to follow a specific business ethics, values and culture. As per business culture of Casino and District Memorial Hospital, every patient belonging to different geographical backgrounds and attitudes should get equal priority and response. However, it is observed that people from various geographical backgrounds and attitudes in the service process of Casino hospital are not getting equal response from the service providers (Doppelt, 2017). Language barrier is one of the most significant reasons due to which service providers are unable to interact with the patient of different cultural and psychological backgrounds. In order to maintain organizational culture and ethics, the human resource managers have decided to implement training program at the workplace for enhancing the communication skill of the employees. As a result, both the service providers and service users would be able to share a good bond with each other.

• Organizational policies:

While establishing entire process of business every organization has to follow proper policy, rules and regulations (Cummings, Bridgman & Brown, 2016). Antidiscrimination act is one of the most significant policies that every business organization has to maintain in keeping up their image and reputation. By implementing an effective anti-discrimination act, the patients of various cultural backgrounds can get equal respect and dignity. It is however observed that Casino and District Memorial Hospital did not provide equal dignity to all patients due to cultural barrier, psychological barrier. Lack of appropriate professional approach on behalf of the employees is the most significant reasons of affecting business image and reputation. However, the implementation of management would help the service providers in enhancing their professional skills and competency (Smollan, 2015). As a result, the service providers would like to show their equal approach towards the people from different age group and different culture.

On the other hand, one more issue is identified on the organizational policy of Casino and District Memorial Hospital. The managers are not maintaining data security act at the workplace. With the help of an effective data security act the employees have to maintain confidentiality of organizational information. However, an issue was identified that not a single device used within the organization for maintaining database is password protected. It is ultimately hampering business confidentiality (Basile & Faraci, 2015). However, in this kind of situation, a change management is implemented. The organization has hired IT professionals for controlling database. As a result, patients’ necessary information is not leaked out. Unauthorized persons do not get the scope in manipulating necessary data and information. As a result, both the customers and the service providers can maintain effective rapport.  Casino and District Memorial Hospital implement data protection act very strictly. With the help of this specific data protection act the organization can maintain effective database based on their profit and loss.

• Organizational priorities:

            The two primary stakeholders, customers and employees should be the biggest priorities for business experts. After evaluating the business issues it is observed that people from various geographical backgrounds and attitudes in the service process of Casino hospital are not getting equal response from the service providers. Language barrier and psychological barriers are the major issues based on which the service providers cannot pay equal respect to the patients of various culture (Zhao, Hwang & Pheng Low, 2014). At the same time, it is also observed that employees due to language barrier cannot share their necessary views and thoughts with each other.

As a result customers get deprived of getting proper services within stipulated time. After evaluating the issues an effective change management is implemented within entire business process.  However, in order to go away from communication barrier, the human resource managers can implement an effective training and development session for those employees who have communication issue (Cornelissen & Werner, 2014). As a result, the employees would not have to face challenges in dealing with the patients of different cultural backgrounds and attitudes. Employees in addition would be flexible in sharing their views and thoughts for providing effective services towards the entire process of business.

In order to implement the change management successfully an effective action plan can be made for maximizing the chances of success. Two different action plan is prepared in order to implement change management strategy effectively.

Action plan for providing professional training to the employees:

Table 1: Action plan for providing professional training to the employees

(Source: As created by the author)

Action plan for enhancing the technological competency of organizational employees:

Table 2: Action plan for enhancing the technological competency of organizational employees

 (Source: As created by the author)

While analyzing the entire business issue on Casino and District Memorial Hospital it is observed that health care service providers appointed within the organization are not very accustomed with multi-lingual flexibility. I addition, the technological devices that are used for maintaining database of organization are not password protected and encrypted. As a result, unauthorized persons can easily avail the data and information and manipulate data as per their wish. Business experts after identifying these two issues need to implement an effective change management. Based on that change management the business experts have prepared two different action plans so that the issues can be resolved (Smollan, 2015). In the implementation of innovative business plans the business exerts of Casino and District Memorial Hospital have discovered that the organization needs to implement effective training for enhancing professional approach of the employees. As a result, they would be able to make an effective interaction with the patients. In addition, with the help of an effective data security act the employees have to maintain confidentiality of organizational information. In order to resolve the issue the organization has hired IT professionals for controlling database. As a result, patients’ necessary information is not leaked out. Unauthorized persons do not get the scope in manipulating necessary data and information.

However, numerous eminent scholars have provided their different point of views by highlighting the fact that Casino and District Memorial Hospital should render more changes within organization instead of focusing on two major issues. Cornelissen and Werner (2014) stated that around 2,800 patients are treated within the business process of Casino. In comparison to the number of service users the hospital cannot provide equal service providers. As a result, patients have to wait for a long time while receiving the services. In this kind of situation, the health care center is facing innumerable challenges in maintaining their organizational image and reputation. However, it can be suggested that the change management strategy would be more successful if the business experts instructs the human resource managers for hiring sufficient number of employees within business services.

The existing employees need to provide proper professional training in dealing with the customers of different cultural backgrounds. At the same time, the business experts should not forget that Casino and District Memorial Hospital should recruit more employees in order to maintain a balance between supply and demands. However, after evaluating the change management strategies it can be concluded that an innovative plan in technological development and professional development of the employees would be helpful in rendering the success of business.

Reference List:

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Basile, A., & Faraci, R. (2015). Aligning management model and business model in the management innovation perspective: The role of managerial dynamic capabilities in the organizational change. Journal of Organizational Change Management, 28(1), 43-58.

Bolman, L. G., & Deal, T. E. (2017). Reframing organizations: Artistry, choice, and leadership. John Wiley & Sons.

Cameron, E., & Green, M. (2015). Making sense of change management: A complete guide to the models, tools and techniques of organizational change. Kogan Page Publishers.

Cornelissen, J. P., & Werner, M. D. (2014). Putting framing in perspective: A review of framing and frame analysis across the management and organizational literature. The Academy of Management Annals, 8(1), 181-235.

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Doppelt, B. (2017). Leading change toward sustainability: A change-management guide for business, government and civil society. Routledge.

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Hornstein, H. A. (2015). The integration of project management and organizational change management is now a necessity. International Journal of Project Management, 33(2), 291-298.

Kaufman, H. (2017). The limits of organizational change. Routledge.

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Lewis, S., Passmore, J., & Cantore, S. (2016). Appreciative inquiry for change management: Using AI to facilitate organizational development. Kogan Page Publishers.

Matos Marques Simoes, P., & Esposito, M. (2014). Improving change management: How communication nature influences resistance to change. Journal of Management Development, 33(4), 324-341.

nnswlhd.health.nsw.gov.au (2018). Retrieved from https://www.bing.com/cr?IG=0D0871BED923488BA8F492A935CD0146&CID=

Otoo, S., Agapitova, N., & Behrens, J. (2015). A strategic and results-oriented approach to learning for capacity development.

Smollan, R. K. (2015). Causes of stress before, during and after organizational change: a qualitative study. Journal of Organizational Change Management, 28(2), 301-314.

Van der Voet, J. (2014). The effectiveness and specificity of change management in a public organization: Transformational leadership and a bureaucratic organizational structure. European Management Journal, 32(3), 373-382.

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