What is the first step in the Kotter 8-Step process for leading change?

This question aligns with Organizational Culture and Leadership , as CPXP emphasizes structured change management approaches like Kotter’s model to drive patient experience improvement. The first step in Kotter’s 8-Step Change Model is “Create a sense of urgency.” This step is critical because it helps stakeholders recognize the importance of change and motivates action. In the context of patient experience, urgency may be established through patient feedback, safety concerns, or performance data that highlight gaps in care. Without urgency, organizations often face resistance or lack of engagement. Other steps—such as building a guiding coalition or developing a vision—come later and depend on initial buy-in. CPXP highlights that successful culture transformation begins by clearly communicating why change is necessary to align teams and leadership toward shared improvement goals.