Riverbend Orthopedics is a busy group practice with expanded services for orthopedic care. It has seven physicians and a podiatrist, plus about 70 other employees. At its big, new clinic building, Riverbend provides extensive orthopedic care. Several technicians provide diagnostic medical imaging, from basic X-rays to magnetic resonance images.

The physicians perform surgery in their own outpatient surgery center with Riverbend’s own operating nurses and technicians. Therapy is provided by three physical therapists and one part-time contracted occupational therapist. In addition to staff providing actual patient care, the clinic has staff for financial management, medical records, human resources, information systems/technology, building maintenance, and other administrative matters. Occasional marketing work is done by an advertising company.

Legal work is outsourced to a law firm. Riverbend is managed by a new president, Ms.

Garcia. She and Riverbend have set a goal of achieving “Excellent” ratings for patient experience from at least 90 percent of Riverbend’s patients this year.

To achieve the goal, Ms. Garcia wonders if Riverbend should permanently offer patients more opportunities for virtual visits, which were very common during the COVID-

19 pandemic.

Mini Case Study Questions MCQ1. To help Ms. Garcia think about the proposed change for more virtual visits, prepare a force field analysis for the change. You may make reasonable assumptions and inferences.

MCQ2. Using information from this chapter, explain how Ms. Garcia could use Kotter’s eight steps to implement the change.