A hospital recently learned that their scorecard did not meet the national benchmark for patient satisfaction and brought in a professional change agent to determine what their issues were and how they could improve their score. The agent collected data and recommended that nurses participate in interdisciplinary walking rounds and allow the patient and family to be participants. Nurses now round every shift and perform ""huddles to update the team"" as needed throughout the shift as part of best practices. Random visits are made to nursing units to ensure all nurses are participating and patients are interviewed for their involvement. This stage of Lewin’s change is:

Kurt Lewin developed a change model with three steps: unfreezing, changing and refreezing. For Lewin, the process of change entails creating perception that change is needed, then moving toward the new, desired level of behavior and, finally, solidifying that new behavior as the norm.

Answer Link