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 Signs That Your Service Recovery Strategy Needs an Overhaul

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Baird Group has been working with healthcare organizations on customer service improvement since 1991 – over the years, as we’ve worked with healthcare organizations and healthcare leaders around the country, we’ve become pretty adept at quickly identifying when an organization’s service recovery strategy needs an overhaul—or when they don’t have one! Continue Reading...

Lessons from the Field: "You Get 500 Points!"

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As a consultant, I spend a lot of time “in the field.” Every time I’m with a client, I learn something new. I try to share these lessons in any way I can. I had a recent field experience that didn’t come from a client, but is an important lesson nonetheless. I was on the road and had a last minute change of plans for which I needed a hotel reservation. I wasn’t familiar with the area I would be travelling to and was therefore dependent on the internet for hotel information. I found a name brand hotel close to my destination and called the number published on the hotel website. Continue Reading...

3 Ways Medical Mystery Shopping Can Shed Light on the Patient Experience

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Baird Group has been a trailblazer in the field of medical mystery shopping for more than 15 years now and we’ve learned a lot along the way. So have our healthcare clients. Medical mystery shopping – also called secret shopping, or ethnographic research—involves Baird researchers taking on the role of a patient or family member as they interact with healthcare systems by phone or in person. During these interactions, mystery shoppers make note of everything they experience, along with their feelings. Documenting the emotions evoked by specific events, interactions, or the environment is an important element of the research. After all, it is the emotional response that drives consumer behaviors. The beauty of mystery shopping is that you can learn how every touchpoint is viewed by the patient. It is that narrative that explains the “why” behind the quantitative satisfaction surveys. Continue Reading...

Good Read: Cracking the Culture Code

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If you are looking for a great read with powerful purpose and practical ideas, Daniel Coyle’s new book, “The Culture Code: The Secrets of Highly Successful Groups”, should be right up your alley. Coyle is a best-selling author for a reason. He combines theory and practice with masterful story-telling to show you organizational culture as you’ve never seen it before. Continue Reading...

Giving and Receiving Feedback – Baird’s Top 10 Tips

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Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of the impact on patient experience as well as quality and safety outcomes. Unfortunately, it’s rare that I come across this type of culture. Instead. What I’m most likely to hear are questions such as “How do I deal with people who are not following our service standards?” or “What can I do about staff members who are rude to each other?” Continue Reading...

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