Y2024 Strategic Management Retreat: Optimizing Service Excellence at Orile Agege General Hospital

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On Friday, November 22, 2024, the Orile Agege General Hospital (OAGH) held its much-anticipated Y2024 Strategic Management Retreat, focusing on the theme “A N SAAJO NBI: Optimizing OAGH’s Culture of Service Delivery Excellence.” The retreat, a key event in the hospital’s annual calendar, aimed to reinforce the hospital’s commitment to providing world-class healthcare while improving internal operations and patient care.

The event kicked off with a prayer and was expertly hosted by Dr. Bakare. One of the doctors who opened the event with her speech set the tone for the day by welcoming all participants and encouraging them to engage fully. She emphasized the importance of collaboration and mutual respect in healthcare delivery. She stressed the importance of active listening, encouraging staff from all departments — including doctors, nurses, pharmacists, and administrators — to be open to new ideas and perspectives.

Let’s mix with one another, let’s engage and make good friends. We want to hear from everyone; no question is too trivial, no idea is too foolish. We are all colleagues, and today, we’re here to build something great for our hospital, one of the Doctors stated in her opening speech.

Fostering a Culture of Mutual Respect and Team Collaboration

As the retreat progressed, various speakers shared insights on optimizing patient care and improving internal collaboration. One of the notable presentations stressed the importance of effective communication with patients. Health practitioners were encouraged to ensure patients fully understand their treatment plans. One speaker emphasized, “When you take a patient to multiple departments, be sure to ask them if they understood the instructions. Reinforce information and write it down when necessary, because clear communication is critical to their journey.”

Another key topic addressed was the importance of punctuality in healthcare delivery. Staff were reminded to arrive on time to ensure timely patient care and minimize frustration for patients who often have tight schedules. “Patients come with expectations and time constraints. If we arrive early, we can see them promptly and respect their time as much as our own,” the speaker advised.

In addition to patient care, speakers also focused on operational excellence, emphasizing the need for a streamlined patient flow, efficient record-keeping, and timely referrals. “Document everything you promise patients. Follow through on referrals and ensure continuity of care,” one speaker said, highlighting the importance of consistency in healthcare practices.

Furthermore, the importance of teamwork was underscored by various speakers. Collaborative efforts among healthcare workers — including nurses, doctors, and laboratory technicians — were seen as crucial to ensuring patients receive comprehensive care. Our facial expressions, body language, and attitude can either drive patients away or attract them. Let’s remember that patients come to us in pain and distress, so we must leave our personal challenges at the door and focus on providing compassionate care, one speaker stressed.

Embracing Innovation and Clinical Excellence

One of the most exciting discussions of the day revolved around the hospital’s strategy for embracing technological advancements. The hospital management outlined how innovative solutions like electronic medical records (EMR) had already been integrated into the system to improve operational efficiency and patient care. “For over two years, we’ve been one of the first hospitals in Lagos to adopt electronic medical records. This has significantly reduced bottlenecks, improved the timeliness of services, and enhanced patient privacy,” said one of the speakers.

However, hospital leadership also recognized the need for further innovation, particularly in areas like artificial intelligence and robotics, even though these technologies are not yet implemented at OAGH. Though we don’t yet have AI or robotics, we continue to innovate in other areas to improve patient care and hospital operations, one speaker explained.

Mentorship and Continuous Education

Another important focus of the retreat was staff development. Hospital leadership reiterated the importance of mentorship, continuous education, and training as key strategies for ensuring clinical excellence. We need to foster a culture of learning. Our team members must have the opportunity to grow professionally, and our leadership must actively support that process, said one speaker.

Staff well-being was also a critical topic. Speakers emphasized the importance of maintaining open communication with staff and ensuring that their professional and personal needs were met. “A well-supported team will naturally provide better care. We must listen to each other, communicate openly, and work together towards our shared goals,” they stated.

The Role of the De-Facto Medical Director

A critical part of the retreat was a presentation on the role of the de-facto medical director. Hospital leaders outlined the multifaceted responsibilities of medical directors, including ensuring operational efficiency, maintaining high standards of patient care, and supporting the wellbeing of staff. Key strategies mentioned included promoting innovation, enhancing clinical practices, and optimizing resource allocation.

Effective leadership at the top is crucial for the smooth operation of the hospital. The de-facto medical director ensures that all strategies are implemented effectively and that there is a continuous focus on quality care.

Laboratory Excellence: The Role of Laborial

The retreat also saw a presentation from the Laborial Laboratory Team, a key partner of the hospital. The team emphasized the vital role of laboratory services in supporting accurate diagnoses and effective treatments. Good laboratory results are essential for ensuring the credibility of treatments and patient care. We are committed to providing top-notch equipment and services that meet the needs of both doctors and patients, said a representative from Laborial. The partnership between OAGH and Laborial was highlighted as a key asset in maintaining high standards of medical care.

Vote of Thanks and Closing Remarks

The retreat concluded with a heartfelt vote of thanks by Dr. Sola Pitan, Managing Director/CEO of OAGH. Dr. Pitan expressed gratitude to all speakers, participants, and the hospital’s leadership team for their commitment to improving healthcare delivery at OAGH. “This is the fourth edition of our Strategic Retreat, and it continues to be an essential platform for us to reflect, strategize, and plan for the future,” Dr. Pitan said.

He also extended special thanks to various individuals, including Dr. Solanke, the Chairman of OAGH, and key figures like Dr. Yinka Popoola, the Deputy Director of Medical Services, and Mrs. Olubukola Cole, a respected figure in the nursing community.

Dr. Pitan then discussed the theme of the retreat in more detail, emphasizing the importance of optimizing the hospital’s service delivery culture. “This year’s theme is about improving and standardizing the excellent care we already provide, ensuring that every patient who walks through our doors feels respected and receives top-quality care,” he said. He also highlighted the hospital’s commitment to community outreach, noting how OAGH strives to make a positive impact on the local community.

Conclusion: A Vision for the Future

As the event drew to a close, there was a collective sense of optimism and renewed commitment among the staff. The retreat provided a platform not only for reflection but for actionable steps towards improving patient care, enhancing team collaboration, and embracing technological advancements in healthcare. The key takeaway from the event was clear: the success of Orile Agege General Hospital hinges on the continuous development of its people, processes, and technologies, all working together towards a common goal — optimizing the culture of service delivery excellence.

The hospital’s leadership team expressed confidence that the strategies outlined during the retreat would guide OAGH into another successful year, improving patient satisfaction and ensuring that the hospital remains at the forefront of healthcare excellence in Lagos.