MUSE Views Podcast
People-First Change Management
Guests from Willis Knighton, Shreveport, Louisiana:
- Gena Bridges, Certified Medical Assistant
- Jared Whitard, RN, IT Service Coordinator
- Jason Johnson, BSN, Registered Nurse
- Mailan Nguyen, PhD Candidate - Ed Tech, MPA, Healthcare IT Consultant
This podcast features Willis Knighton Health’s team discussing how their large, integrated healthcare system implemented a structured, people-first change management process. The need arose during their MEDITECH Expanse rollout, when even small changes created unintended system-wide impacts – revealing gaps in coordination across departments and technologies. In response, they introduced a formal governance model with a Change Advisory Board (CAB), standardized request workflows, defined change windows, and strong leadership backing to ensure all changes are reviewed, communicated, and aligned across clinical and technical teams.
The new approach improved communication, reduced unexpected disruptions, and strengthened collaboration across IT and clinical staff. By centralizing change tracking and requiring cross-team input, they gained better visibility into system impacts and could proactively plan downtime or updates. The team emphasizes that success depends on continuous communication, clear criteria for emergency changes, and an iterative mindset – refining the process over time to balance efficiency with patient safety and operational stability.
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