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!

Coaching for Engagement: 3 Keys to Success

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Employee engagement is top-of-mind in the healthcare industry these days with a confluence of factors impacting the industry—from consumerism, value-based care, mergers and acquisitions and the growth of telehealth, to an aging workforce that has already reached traditional retirement age. The outflux of baby boomers from healthcare organizations will continue to grow as the competition for a diminishing supply of competent employees and clinicians heats up. Continue Reading...

The Antidote to Suffering

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Christina Dempsey has written an engaging and thought-provoking book challenging her readers to recognize and rectify unnecessary suffering endemic within the healthcare industry. Dempsey candidly shares stories from personal and professional experiences that will hook you in the first two pages. She thoughtfully pushes her readers to explore, not only the patient suffering that comes from physical and emotional pain (inherent suffering), but also the suffering caused by our healthcare delivery (avoidable suffering). Continue Reading...

Good Read: Happiness Traps – How We Sabotage Ourselves at Work

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In her book, “Raising the Bar on Service Excellence,” author and Baird Group founder Kristin Baird writes of the importance of having a sense of purpose in achieving service excellence. She discusses not only the need for a leader to find and nourish her own sense of purpose but also a leader’s ability to help others find their sense of purpose as well. The link to service excellence lies in helping people connect to a larger purpose, which will in turn fuel employee engagement and sustain an organization’s service journey. A recent article in Harvard Business Review brings these concepts to light from a leadership perspective. In “Happiness Traps: How We Sabotage Ourselves at Work” (Harvard Business Review, September – October, 2017), author Annie McKee wonders why so many leaders are unhappy at work and what can be done about it. Continue Reading...

Listen Up! 5 Tips for Boosting Your Listening Skills

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A great patient experience is one where the patient feels that they have been heard—and understood. The same is true about a great employee experience. When employees feel heard, and understood, by their peers and their managers, they’re more engaged. And, importantly, they’re also more likely to provide exceptional experiences for their patients. Continue Reading...

Don’t Lose Them at “Hello”!

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It takes only about 8 seconds to make a first impression when talking with someone face-to-face, but data shows that it is anywhere between 1/40th of a second to 5 seconds when on the phone! Why the discrepancy? When communicating by phone, all a caller has to go on to form an impression is the voice of the person on the other end. Seemingly “little things” like tone of voice, how fast a person speaks, and enunciation are noticed immediately and form that vital first impression. Continue Reading...

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