Challenge 

Tolero Solutions client, a community hospital with a stellar reputation, was simultaneously implementing multiple new technologies to enhance clinical operations and patient care. Tolero Solutions engaged with the client midway through implementation to provide technology adoption and digital transformation support to improve communication and adoption of the changes and new technology. 

The problem – they were experiencing declines in physician and staff engagement impacting patient satisfaction.   

Solution

Tolero Solutions implemented the Framework for Change, conducted stakeholder interviews and data collection, delveried a customized change and communications strategy, established a change network and governance model, performed workflow documentation and optimization and collaborated with vendors to create role and workflow specific training for stakeholders.

• Designed and delivered a comprehensive and customized change management strategy increasing stakeholder commitment and adoption
• Facilitated a series of leadership alignment sessions and change management 101 sessions ensuring leaders of both the hospital and vendor firms fully understood the reasons for changes, downstream implications, project dependencies, and the communication strategy and training plan so they could serve as champions of change and adoption
• Provided Physician coaching on topics of leadership communication, change, and technology adoption
• Collaborated with the internal marketing team to develop and deliver interactive and engaging marketing and communications tools and tactics to educate and engage users and the community on the changes and benefits

Results

• Increased physician and staff engagement and commitment to change and adoption of new technologies raising satisfaction scores 
• Reduced process inefficiencies and redundancies and identified areas of workflow optimization and cost reductions
• Generated excitement for change reducing anxiety for physicians and staff
• Reduced the number of conflicting and competing priorities for leadership increasing availability and ability to lead change and engage in priority projects