A Cleveland Clinic & HIMSS Event. Find out more

Cleveland, OH
Cleveland Clinic
May 13-15, 2019

Muneera Rasheed

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

Muneera Rasheed is director, patient experience of care, pediatric service line, at Aga Khan University, Pakistan. As an implementation scientist who has worked in low and middle income countries and who studies human behavior closely, her personal vision in this role is clear that employee experience is the crux of better patient experience. Muneera believes that satisfied and engaged employees will provide the optimum patient experience.

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.
May 14, 2019
11:35am - 12:15pm
Room 22

Globally there is a new and significant focus on patient experience. From a more competitive global market to financial reimbursements dependent on a higher standard of care and patient satisfaction, patient experience is at a critical focal point for healthcare leaders around the world. Healthcare leaders who desire to infuse exceptional patient experience into the DNA of their culture will drive continuous improvement and accountability through all departments and teams.

This inspirational panel of healthcare leaders from diverse countries will discuss the beneficial impacts resulting from this new focus of providing the optimal patient experience.  Hear and learn about cultural aspects impacting patient experiences, new global trends, technologies, challenges, and regulations which both support and hinder the development of exceptional patient experiences around the globe.

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