Printable Healthcare Newsletter Articles

Baird's popular monthly customer-service e-newsletter, The Patient Experience Post, provides timely feature articles, reading reviews, and tips for making your service efforts stronger than ever. Read below to see our most recent feature articles or feel free to print them for your own reference, but please include the required credit line!

3 Tips for Dealing With Resistance: Because Resistance Should Be Futile!

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Culture change is never fast. It’s never easy. It can, however, be controlled. Unfortunately, far too many CEOs and members of the leadership team abdicate their responsibility for controlling—or guiding—culture change because of their own behaviors, or lack thereof. Continue Reading...

Good Read: What's Your Data Strategy?

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How do you define a “good read?” Does the material have to be engaging or entertaining? Do you have to feel compelled to do something with the ideas presented? Do you have to learn something new or does thought-provoking material fit the bill? I am an action oriented person and it has become my habit to ask, “How can I put this information to use in my professional or personal life?” Continue Reading...

Reflections From the Field: To Make an Impact, Describe the Impact

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At Baird Group, we provide a variety of leadership development sessions. As a consultant here, I also have a lot of opportunities to attend leadership development presentations. Recently, I was fortunate to listen to a speaker at an organization describe to their leaders how to coach effectively in the midst of chaos. His formula was to state “what” the individual did (positive or negative), and the impact it had. Continue Reading...

Detecting, and Doing Something About, Culture Disconnects

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The patient experience is a critical, and common, area of focus for healthcare organizations these days. Healthcare providers want to provide high quality, safe care for patients. Healthcare organizations want to be able to survive and thrive in an increasingly competitive market. And the patient experience is pivotal to both. Most, if not all, healthcare organizations espouse a focus on the patient experience. Many have invested time and other resources into improving the patient experience, including in some cases by creating a Patient Experience department or function, and appointing a Patient Experience champion to lead the effort. And most, if not all, healthcare organizations have values statements intended to ensure a patient-centric culture. Continue Reading...

Good Read: Building a Culture of Ownership in Healthcare – The Invisible Architecture of Core Values

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Joe Tye and Bob Dent have captured the essence of what it takes to build and sustain a culture of ownership. In their book, Building a Culture of Ownership, the authors use the term, “Invisible Architecture” to stress how core values, attitude and self-empowerment lay the framework for the culture. Continue Reading...

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