PCN Management – Leading Change, Service Redesign & Improvement (F2F Venue TBC)

Maximum Capacity: 15

Summary:

This module develops the skills required to lead change and service improvement across Primary Care Networks where different practices, teams and stakeholders may have different priorities, processes and levels of readiness for change. 

Delegates explore why change across PCNs can be particularly challenging and consider how to diagnose the problem before moving too quickly towards a solution. The course introduces practical approaches to stakeholder engagement, process and pathway redesign, managing resistance and testing improvements before wider implementation. 

The session also considers the role of the PCN Manager in creating the conditions for successful change, maintaining engagement across organisational boundaries and ensuring that service redesign delivers measurable benefits rather than simply introducing new processes. 

Delegates apply the learning to a realistic PCN service redesign challenge. 

Course content:

• Explore why organisational change becomes more complex when it crosses practice and organisational boundaries and consider common reasons why PCN change initiatives encounter resistance or lose momentum
• Use structured approaches to understand current performance, demand, capacity, variation, stakeholder experience and root causes before determining an appropriate intervention
• Explore how patient pathways, workforce roles, processes, interfaces and technology can be redesigned to improve effectiveness and patient experience
• Consider how PCN Managers can monitor whether expected benefits have been achieved and support the transition from short-term change project to embedded operational practice

On completion of this course delegates will be able to (expected outcome):

• Diagnose PCN service and operational problems systematically before selecting improvement interventions
• Apply practical service redesign and change-management approaches across multiple practices and stakeholder groups
• Develop implementation approaches that address stakeholder engagement, resistance, measurement and benefits realisation