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!

ďHere comes anotherÖĒ How to Boost Empathy by Saying Goodbye to Judgment

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Empathy is what puts the care into healthcare. Without it, patients become just a number, just a case, just a disease. But empathy requires the absence of judgment and, unfortunately, human beings have a strong tendency to be judgmental. Over the years, we form impressions and have experiences and interactions with people that become our frame of reference and how we view the world. Based on these past impressions, we make judgments in new situations, assuming the new experience will be the same as ones weíve had in the past. But, with most of these new experiences, thereís one important thing thatís differentóthe individual. Continue Reading...

Good Read: The Trust Edge

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Trust has been on my mind lately. Iíve heard the word a lot at healthcare facilities Iíve visited. Trust is one of those words, like quality. Itís hard to define, but relatively easy to tell when itís absolutely absent. When asked what trust means, people often reply something along the lines of, ďI know if when I see it.Ē As a consultant working with organizations who are trying to build trust, I often wonder if itís possible to teach people how to build trust or is it more likely that you teach leaders specific behaviors that over time will build trust. Continue Reading...

This One Thing Improves Employee Engagement and Patient Experience

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Trust is at the foundation of any relationship, and certainly at the foundation of the patient/provider relationship. But, for that relationship to be strong, it has to be supported by a strong culture and support network. It truly does take a village to deliver high-quality care and an exceptional patient experience. Unfortunately, as we work with healthcare organizations around the country doing culture assessments, we sometimes find a significant lack of trust. Continue Reading...

Making Training Stick - Bairdís 4-Step Model

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In 2018, U.S. companies spent $87.6 billion on training, according to an annual survey conducted by Training magazine. Despite the fact that this represents a 6.4 percent decline from the previous year, itís still a significant investment in the payroll and costs of external products and services to keep employees up to date on important issues and provide them with the skills they need to perform their jobs effectively. Unfortunately, a large amount of that investment doesnít yield intended results. Continue Reading...

Good Read: The 5 Languages of Appreciation in the Workplace: Empowering Organizations by Encouragin

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In their book, The 5 Languages of Appreciation in the Work Place, Gary Chapman and Paul White do a wonderful job of describing the differences and interactions between recognition and appreciation. But they donít stop there. This book is chock full of research and statistics related to the return on investment in appreciation, specifically. The authors also provide great examples and explanations for how and why recognition programs often go awry. Given the amount of money organizations spend on recognition programs, the book could be worth its weight in gold if you focus only on that. At the end of each chapter, youíll find a clear and thorough summary as well as activities and exercises to put the information to use immediately, in your own department. Continue Reading...

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