A Cleveland Clinic & HIMSS Event. Find out more

Cleveland Clinic
May 13-15, 2019 | Cleveland, OH

Experiences from Pakistan: Leadership's Role in Engagement

May 14, 2019
2:35pm - 3:15pm
Room 22

In this session, attendees will learn how a handful of passionate employees at Aga Khan University in Pakistan mentored new leadership to engage employees emotionally using the latest modes of communication: a closed Facebook page with 500+ employees (including the chief officers) and Whatsapp groups of over 100 motivated employees, plus weekly face-to-face meetings with employees and the steering group. This resulted in 20 different quality improvement initiatives aimed at improving the experience for employees and the patients.

Key takeaways:

  • Social media platforms like Facebook can connect employees to leadership to share ideas and receive quick feedback.
  • Implementing a vision requires leadership skills, and if necessary leaders can be effectively mentored to emotionally engage employees with the vision.
  • For employees to truly value patient experience, it must be built into the organizational reward systems.


Director, Patient Experience of Care, Pediatric Service Line
Aga Khan University



Healthcare leaders at the forefront of the global patient experience movement will address which systems, tools and insights revolutionize the role of the patient and the caregiver. We’ll explore patient perspectives and clinical considerations to understand how empathy and innovation must be incorporated as integral pillars to deliver the best clinical, physical and emotional experience in healthcare.


Read Patient Stories >>