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[Music] change management is incredibly important today in healthcare for many reasons if you think about traditionally where we've been from a payment perspective you know fee-for-service has been the way providers have been paid for so many years well that's changing we're moving over to fee for value and so there's a lot of change management that needs to occur with all aspects of the healthcare industry as how to understand to survive in a fee for value and/or a value-based care type of environment and a new payment system so that's going to require change management in the finance area in the care area with transformations of care that work better in that new fee for value environment there's lots of opportunity for change management in healthcare today the industry is moving in such a way that it's going to require it when an organization is going through a big change like a merger or an acquisition it's extremely important to put together the right transition team there are a lot of technical things that are going to happen in the process but what we really need to do is focus on the people all of the people all of the stakeholders that are going to be involved in in whatever this new entity is going to be or whatever the process is because we're asking people to think differently and we're going to be asking them to do things differently so the transition team is extremely important and and so much so that there really needs to be a strategy about how you're going to communicate and move this transition team through the logistical issues in order to help you be very successful in whatever the transition is going to be so very important develop a strategy think about all of the different stakeholders from revenue cycle to environmental services you have to include everyone in the organization you have to be open about communication you have to communicate often you have to be transparent you have to be honest I don't think you can over communicate in a situation like this focus on people focus on their concerns focus on their questions there are no bad questions answer fully be transparent be honest and be supportive and that's what the transition team should do so when you think about communication during a major transaction or a major transition within an organization I would say that best practices are always about transparency honesty and frequency of communication and don't exclude anybody everyone in the organization is important everyone's going to have questions about what does this mean for me how does this impact my future and I think you have to be sensitive to that other best practices are the different forums the different ways to communicate I'm a big believer in face-to-face Town Hall's small groups bring people together look them in the eyes let them ask the questions that that are most concerning to them and give them the honest answers but certainly email you could do newsletters other ways that you can communicate that are not face to face but still get good messages across and keep people in the loop it is very important to keep people in the loop you cannot communicate too much in a situation like that so that's what I would say are the best practices for the transition team and the communication team