Caldwell David F, Chatman Jennifer, O'Reilly Charles A, Ormiston Margaret, Lapiz Margaret
Leavey School of Business, Santa Clara University, California, USA.
Health Care Manage Rev. 2008 Apr-Jun;33(2):124-33. doi: 10.1097/01.HMR.0000304501.82061.e0.
Shifts in the environment can compel health care organizations to change their strategies. However strategic change frequently fails because individuals do not adopt the behaviors necessary to successfully implement the new strategy.
This study explores how three variables-agreement with new strategy, leaders' actions, and groups' general orientation toward change-can influence members of physician teams to take actions supporting a strategic shift aimed at improving patient satisfaction.
Physicians in 37 specialty departments in a large health care organization were surveyed regarding their support for a new customer service initiative, the actions of department leaders, and generalized norms supporting change. The results of the survey were linked to changes in patient satisfaction for the department.
Normative support for the specific strategic change was directly related to increased patient satisfaction 1 year later. The interaction between norms supporting change readiness and the quality of leadership was positively related to change in patient satisfaction.
Successfully implementing a strategic change often requires getting individuals to change their behaviors. Leaders can enhance the results of the change by working to develop general norms such as teamwork and tolerance for mistakes that increase general readiness for change with the group.
环境变化可能迫使医疗保健组织改变其战略。然而，战略变革常常失败，因为个体没有采取成功实施新战略所需的行为。
本研究探讨三个变量——对新战略的认同、领导者的行动以及团队对变革的总体倾向——如何影响医师团队成员采取行动支持旨在提高患者满意度的战略转变。
对一家大型医疗保健机构37个专科部门的医师进行了调查，内容涉及他们对一项新的客户服务举措的支持、部门领导者的行动以及支持变革的普遍规范。调查结果与该部门患者满意度的变化相关联。
对特定战略变革的规范性支持与一年后患者满意度的提高直接相关。支持变革准备度的规范与领导质量之间的相互作用与患者满意度的变化呈正相关。
成功实施战略变革通常需要促使个体改变其行为。领导者可以通过努力制定诸如团队合作和对错误的容忍度等普遍规范来提高变革的成效，这些规范会增强团队对变革的总体准备度。
