On-Demand Learning Lab - Driving Change in Healthcare Part 1: People, Process, & Purpose-June 2025 Learning Lab Recording

Video Transcription

Video Summary

NACU’s Live Learning Lab launched a three-part series on change management in healthcare, led by Dr. Samantha Crandall (Johns Hopkins/Suburban Hospital) and Dr. Brie Dubose (Sharp Healthcare, Lean Six Sigma Black Belt). NACU highlighted its role in advancing quality and safety through the Healthcare Quality Competency Framework (the “WHEEL”), the ROIQ report on financial returns from investing in the workforce, and the CPHQ certification milestone.<br /><br />Crandall and Dubose framed today’s session as foundational, setting up later application-focused sessions. They described major types of change in healthcare: problem-driven (e.g., sentinel events, regulatory issues), organic evolution (culture and evidence-based practice), and transformational change (strategic, system-wide shifts). They emphasized why quality professionals are well-positioned to lead change: they connect data to action, bridge silos, translate purpose into implementation, navigate resistance, center the patient, and sustain momentum.<br /><br />Dubose reviewed historical and current forces increasing change complexity, including HMOs, value-based purchasing, workforce shortages and burnout, and COVID-19’s acceleration of rapid implementation and exposure of system vulnerabilities. Crandall added that systems thinking is essential to avoid “whack-a-mole” improvements and align clinical and financial outcomes.<br /><br />The presenters introduced key change frameworks: Kotter’s 8-Step Model, Lewin’s Unfreeze–Change–Refreeze, Rogers’ Diffusion of Innovation (adopter categories), and the J-Curve (predictable performance dip before improvement). They also referenced Lean Six Sigma (process and variation reduction) and High Reliability Organization principles (culture, safety, learning). The session closed by stressing human-centered change—communication, empathy, psychological safety, and using resistance as useful feedback.

Keywords

change management in healthcare

NACU Live Learning Lab

quality and safety leadership

Healthcare Quality Competency Framework WHEEL

ROIQ workforce investment report

CPHQ certification

systems thinking

Kotter 8-Step Model

Lewin Unfreeze Change Refreeze

Rogers Diffusion of Innovation

Lean Six Sigma and High Reliability Organizations