ramework for Change

It was also at the Mayo Clinic that I was introduced to my first change methodology: the Prosci ADKAR® model. Developed by Prosci’s founder and backed by “20 years of research”, the model has found its way into many organizations, especially in healthcare.

The model, as explained in more detail below, focuses on getting five principles right, in order to support people in accepting and supporting the change. Let me use telehealth as a specific example:

  1. Raise awareness as to why offering telehealth is needed.
  2. Create within all affected stakeholders (clinicians, staff, patients, etc.) the desire to support telehealth.
  3. Provide everyone with the necessary knowledge regarding their role and responsibilities to offer telehealth – e.g., scheduling, launching a visit, coding, billing, coding, etc.
  4. Create for everyone the ability to adhere to the telehealth policies, to operate the technology and to present themselves professionally on camera.
  5. Provide continuous support in the form of supportive reinforcement through feedback on the performance of the telehealth services including clinician satisfaction, patient satisfaction or reimbursement-related measures.


A quote from one of the brothers Mayo, Dr. Charlie Mayo, has stuck with me all these years:

“Today the only thing that is permanent is change.”

The quote was recorded almost 90 years ago in 1931 and never was more true than today. If change is what we have to deal with constantly, shouldn’t we get better at managing it?


Together the A-D-K-A-R elements form the basis for enabling sustainable change.

What is Conscious Change Management?

Conscious Change Management thus is the purposeful, proactive identification of activities to minimize opposition to the change, by maximizing buy-in and support while minimizing confusion, reluctance, frustration, or outright resistance.

With our best clients, consciousness starts at the top with the leadership team that allocates sufficient resources and demands focus on proactively managing the change brought on by the launch and optimization of telehealth.

The ADKAR® Model for Telehealth

What I like about the Prosci ADKAR® model is it’s simplicity, breadth and it’s cleverness to explain the various types of threats to a successful change. The brilliance of the model is that it addresses the various emotional needs of the people affected by the change – something we can all relate to.

The model postulates that there are five aspects of the change that you need to pay attention to: Awareness, Desire, Knowledge, Ability, and Reinforcement. To learn more about each aspect, click here to read each description. Let’s tackle each of these in turn and apply them immediately to the creating high-performing telehealth services.



Read the full Telehealth Success through Conscious Change Management article here


Oct 7, 2020

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