A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

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

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