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Session Details

​There is no data to suggest that a 'perfect innovation' spreads on its own. The rate at which improvement spreads relies at least in part on the people who are implementing the change in practice.  No matter how good the technical solution is, the adaptive, human side of change will make or break whether it is adopted and sustained.

The Institute for Healthcare Improvement's (IHI’s) Psychology of Change Framework helps leaders focus on the people advancing improvement efforts: the way that we think and feel, what motivates us, and how we behave when we encounter change.

This 1-hour Webcast features a case study from an Age-Friendly health system are using psychology of change methods to implement changes.

What you’ll learn

By the end of this Webcast you’ll be able to:

  • Describe the five domains of IHI’s Psychology of Change Framework
  • Identify their applicability of quality improvement efforts
  • Differentiate tools and methods you can use to advance the psychology of change in your work


Alex Anderson Alex Anderson is a Research Associate with IHI’s Innovation Team, a founder of IHI’s Diversity and Inclusion Council, and a lead of IHI’s internal equity team. His innovation work focuses on identifying solutions to problems involving disparate segment of complex solutions. Alex also works to improve IHI’s operations, processes, and culture to increase equity for all staff. He received a Bachelor of Science in Economics from the Wharton School at the University of Pennsylvania, where his studies concentrated on Business and Public Policy as well as Operations Information Management Systems.

Lil Banchero Lil Banchero, MSN, RN, is the senior director for the Institute of Healthy Aging with greater than three decades experience in nursing. Lil has served as a leader in Anne Arundel Medical Center (AAMC) nursing for many years. She has a master’s degree from Notre Dame of Maryland University with a focus on care of the elderly. Among her many noteworthy accomplishments, Lil led the creation of the acute care for the elderly (ACE) unit where they care for patients with an average age of 81 years, and she was a founder of AAMC patient-and family-centered care model. In addition, she was instrumental in AAMC achieving their designation as a NICHE – Nurses Improving Care for Health system Elders – hospital. The elderly patient population has particularly benefited from her leadership of virtual dementia tours, patient mobility, elimination of disruptive vital signs, diabetes care, and palliative care.

Kate Hilton Kate Hilton, JD, MTS, is Faculty at the Institute for Healthcare Improvement. She advises IHI's Open School, internal teams, and large-scale change efforts in the use of leadership, organizing and change management methods to advance and sustain improvement. For over a decade Kate has taught and coached people around the globe to build individual and organizational capability to address the adaptive, human-side of change. She has authored white papers and peer-reviewed articles on the subject, including IHI's Psychology of Change Framework. Kate is Lead Faculty of IHI's Leadership & Organizing for Change online course and Psychology of Change Expedition. She is also Faculty in the Leaders for Health Equity Fellowship at George Washington University and Management & Leadership Development Program at Dartmouth College. She is a Founding Director and Senior Consultant at ReThink Health, and a Principal in Practice for the Leading Change Network at Harvard University.


Madge Kaplan Madge Kaplan, IHI’s Director of Communications, is responsible for developing new and innovative means for IHI to communicate the stories, leading examples of change, and policy implications emerging from the world of quality improvement ― both in the U.S. and internationally. Prior to joining IHI in July 2004, Ms. Kaplan spent 20 years as a broadcast journalist for public radio – most recently working as a health correspondent for National Public Radio. Ms. Kaplan was the creator and Senior Editor of Marketplace Radio's Health Desk at WGBH in Boston, and was a 1989/99 Kaiser Media Fellow in Health. She has produced numerous documentaries, and her reporting has been recognized by American Women in Radio and Television, Pew Charitable Trusts, American Academy of Nursing and Massachusetts Broadcasters Association.