17-Sep-2019 8:30 PM - 9:30 PM
On Tuesday, September 17 at 8:30 p.m join Mike Heenan, CHE, for a discussion on "How can non-clinical staff be involved in organizational change?"

We have partnered with Colin Hung, co-founder of the healthcare leader community #HCLDR, to deliver this tweetchat inspired by the September edition of Healthcare Management Forum devoted entirely to change management.

The Special Guest will be Mike Heenan, CHE, Executive Lead of Health Transformation (Cabinet Office) at the Ontario Government, pictured below.

Details including a background, topics, recommended reading and instructions can be found below.



A non-clinician, Mike Heenan, CHE, is an experienced healthcare executive as well as an Assistant Professor (part-time) at McMaster University where he teaches quality and patient safety within their MBA and Master of Health Management programs. Mike is also a PhD student whose research focuses on how hospitals select key performance indicators and how it impacts managers’ willingness to use data.

It takes a village to run a healthcare sector that is under constant pressure. Whether it’s increased patient volume, acuity, diversity of services or rising costs, the sector is experiencing tremendous change. There’s no doubt that the leaders of the system that will drive change to ensure future sustainability have to be the doctors, nurses and allied health professionals who come to work each day to care compassionately for patients and families. It is they who help people at the most vulnerable point in time by which the system’s success is appropriately evaluated.


How can non-clinical staff be involved in organizational change?


  1. Research suggests that allowing non-clinical staff to observe patients from admission to discharge helps reduce patient frustration. Why is a non-clinical perspective valuable?
  2. What are the benefits, drawbacks and challenges to involving non-clinical staff in organizational / clinical workflow change?

  3. Are there benefits for the individual non-clinical staff member to observe workflows and be part of organizational change initiatives?

  4. What can be done to create an environment / provide support to non-clinical staff to contribute to organizational change?

Recommended reading before the tweetchat:

So that is how it works? How observing a clinical process improved the management perspectives of non-clinical staff (Open access from September 1 through 24.)
- Mike Heenan, MBA, CHE

Healthcare Management Forum - September 2019
- Devoted entirely to change management (member access is available through the member's area, non-member subscription information is available here)

Healthcare Leadership Blog - How observing a clinical process improved the management perspectives on non-clinical staff

You are welcome to share additional resources before, during and after the tweetchat using the hashtag #hcldr.

Participation instructions
  • Review the topics and recommended reading above
  • Open a Twitter account if you don’t already have one
  • Be on-line at 8:30 pm EDT ( for your local time click here) to chat using one of the tools below (a laptop or desktop is highly recommended)
    • Tweetdeck (by Twitter)
      • Go to tweetdeck.com and log in (twitter username/password)
      • Click on the magnifying glass, type “#hcldr” then click on “#hcldr” when it appears below the search field
      • This should open a column populated by content that includes #hcldr
      • You can start a new conversation by clicking on the “Feather Pen” icon (checking “Stay Open” will keep the composition column open), or reply to an existing tweet by clicking on the “Speech Bubble” icon under their tweet
      • Don’t forget to include #hcldr and the topic #
      • To retweet/share a tweet, click on the “Retweet” icon (you can retweet or retweet with comments)
    • Twubs
      • Go to twubs.com
      • Sign-in with your twitter username/password (you may need to close the twitter login prompt pop-up after you log in and reload the twubs web page)
      • Enter “#HCLDR” in the box that says “Enter a hashtag” and press “Enter”
      • You can start a new conversation by clicking in the tweet window, or you can reply to an existing tweet by clicking on the “Reply” icon above (right) their tweet
      • The hashtag #HCLDR will automatically be added to your tweets), however you will need to add the topic #
      • To retweet/share a tweet, click on the “Share” icon (you can add additional text in the tweet window)