A hospital recently learned that their scorecard did not meet the national benchmark for patient satisfaction and brought in a professional change agent to determine what their issues were and how they could improve their score
The agent collected data and recommended that nurses participate in interdisciplinary walking rounds and allow the patient and family to be participants. Nurses now round every shift and perform "huddles to update the team" as needed throughout the shift as part of best practices. Random visits are made to nursing units to ensure all nurses are participating and patients are interviewed for their involvement. This stage of Lewin's change is:
a. unfreeze.
b. moving.
c. refreeze.
d. resistance.
ANS: C
Correct: In the refreezing stage, change becomes status quo and the agent reinforces until the change is part of the daily process as in the above situation.
Incorrect:
a. In the unfreeze stage leaders gathers data while making others aware of the need for change.
b. In the moving state the change is implemented with goals established.
d. Resistance is the refusal to cooperate with the plan for change and is an expected part of change. The effective change agent recognizes that resistance is a natural response to change.
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