1. Association of Washington Public Hospital Districts CEO/Administrators Retreat The Lodge at Suncadia PHDs in the Public Eye ENGAGING THE OWNERS Ben Lindekugel April 30, 2008

2. Context  Quality Health Care Will Require Infrastructure;  Citizens Mistrust of Public Sector is High and Growing;  Well Publicized Issues Increase Mistrust, Reinforce Assumptions;  Current Public Sector Culture not Geared to Changing Public Perspective;  Public Hospital Districts Suited to Different Approach to Citizen/Resident Partnership

3. Disconnection Citizens  Mistrust officials  Assume officials are inept &/or wasteful  Assume they are ‘customers’  Lack Data  Mistrust public  Underestimate public ability to understand  Educate vs engage  Assume they are ‘owners’ Public Leaders

4. Mindset One  Residents Own the Enterprise  Distinguish Customer Perspective from Stockholder Perspective  Ownership Can Lead to Empowerment and Responsibility  We Allow, Even Encourage, Irresponsible Owners  We are Well Positioned to Reverse the Cycle

5. Mindset Two  Beyond Education to Engagement  It is THEIR Community and THEIR Hospital, What to THEY Want?  Find Visionary Residents to Lead the Conversation; Think Concentric Circles  Consider Community Advisor Program

6. Mindset Three  Building a Culture of Trust  All the Elements You Need Are There  Start BEFORE you Need Their Vote  Provide Opportunities for Residents to Dream

7. Instructions  BREAK INTO FOUR GROUPS  SELECT RECORDER/REPORTER  CEO PRESENTS CASE & LEADS DISCUSSION  DISCUSS FOR 20 MINUTES; REPORT OUT

8. Discussion Questions  CEO Presents Case  Question One: Were there examples of the Mindset Changes (Resident as Owner, Beyond Education to Engagement) that made a difference in the ultimate outcome?  Question Two: In retrospect, what opportunities were there to use the different mindsets which may have had an impact on the outcome?

9. Association of Washington Public Hospital Districts CEO/Administrators Retreat The Lodge at Suncadia PHDs in the Public Eye ENGAGING THE OWNERS Ben Lindekugel April 30, 2008