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West Africa Health CEO ForumLagos NigeriaSeptember 2013 jrice@msh.org

Smart Engagement: Leadership & Governance for Organizational & System Vitality

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Smart Insights Vitality is a function of (Quality

x Satisfaction)/Efficiency) x EQ Applied in many industries:

Hotels Banks Aviation Telecommunications Hospitals Rural cooperatives

Key Messages for our short time together in Lagos

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Group Ideas1. Obstacles to Smart

Quality2. Obstacles to Smart

Satisfaction3. Obstacles to Smart

Efficiency4. Obstacles to Smart EQ

Four Zones of CEO Forum Audience

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Success Equation

Simple & Demanding

7b

EQEngagement Quotient

Quality Satisfaction

Costs

Nigeria Hospital Vitality & Success Dependent on this formula

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Think, read and explore outside of healthcare.

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Success Equation Analyze Each Component

12b

EQEngagement Quotient

Quality Satisfaction

Costs

Nigeria Hospital Vitality & Success Dependent on this formula

Leadership and Governance Matters

Success Equation

Simple & Demanding

http://www.medicare.gov/hospitalcompare/linking-quality-to-

payment.html

Quality Satisfaction

Nigeria Hospital Vitality & Success Dependent on this formula

1. Indicators2. Information3. Initiatives4. Improvement5. Incentives

1. Engage Patients2. Listen3. Inform4. Compare

How? Clinical Governance & CQI Techniques

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Success Equation

Clinical Governance NHS

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Success Equation

Simple & Demanding

16b

Costs

Nigeria Hospital Vitality & Success Dependent on this formula

1. Personnel Engagement2. Physician Engagement3. Patient Engagement4. Payers Engagement5. Provider Engagement

Engagement Matters!

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Success Equation

Simple & Demanding

17b

EQEngagement Quotient

Quality Satisfaction

Costs

Nigeria Hospital Vitality & Success Dependent on this formula

Innovation Matters!

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Innovation:

What is it? Why is it important? How to do it?

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http://www.mayo.edu/center-for-innovation

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http://vtour.govtour.com/vtour.php?tid=4401

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http://vtour.govtour.com/vtour.php?tid=4401#

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