Making a change

Naomi is the manager of an inner-city hospital in a large metropolitan region. The hospital has consistently been rated in the bottom quartile in the state. Naomi would like to implement several sweeping changes within the hospital that she believes will positively impact service and success. Naomi has already had extensive meetings with members of the board of trustees, other administrators, and a task force committee composed of representatives from various departments. The changes would involve implementation of new technology, required training and development for all staff, and employee performance standards to be measured by objective outcomes (data and supervisor evaluation based on observation and subjective ratings by patients and peers). Naomi would also like to include a pay-for-performance system that would reward top-performers with bonuses.

Answer the following questions:

1. Who should be involved in developing and delivering the communication to all stakeholders?
2. What should be the medium for the communication (e.g., newsletter, email, open forum)?
3. What should the message be?
4. What other recommendations would you suggest making the communication most effective?