Change Management in Quality Improvement: The Softer Skills

Abstract

Quality improvement work in healthcare requires an understanding of not only the methodology and science of improvement but also a mastery of the concepts of change management. These “softer skills” include leadership, team building, culture, context, and patient and family engagement. Capable leaders and teams facilitate improvement by fostering a culture of improvement. By engaging patients and families, interventions and innovations can be appropriately tailored to suit individual contexts. Without the incorporation of these change management concepts, successful, sustainable quality improvement cannot be achieved.