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 Keys to Maximize Volunteer Impact on the Patient Experience

Download Article

Volunteers are a mainstay in most healthcare organizations, dedicating millions of hours of service each year through their efforts. Whether they’re at registration desks, in the gift shop, transporting patients from one setting to another, or performing any number of other ancillary, yet critical, activities, they have a major impact on the patient experience. Continue Reading...

Good Read: How the Way We Talk Can Change the Way We Work

Download Article

I am always on the lookout for books that help me “sharpen my saw” in terms of my coaching practice. Often times, I read one book or article that cites another in a way that peaks my interest. In the Nurse Executive’s Coaching Manual, Kimberly McNally and Liz Cunningham say this about Kegan and Lahey, “We find the self-assessment exercises in their book designed to move you through the process of unearthing your personal competing commitments particularly valuable. It is a highly recommended resource!” Continue Reading...

Your Staff is Burned Out: It’s Time to Do Something About It!

Download Article

There’s no argument that members of helping professions—like healthcare—are particularly prone to burnout. We read and hear a lot about burnout among physicians and nurses; the problem is real. But, what’s equally real is that burnout doesn’t only affect these most prominent caregivers—it also affects our aides, our technicians, and our support staff. The pace of change is great these days, and the healthcare industry is bearing the brunt of it, whether related to regulation, technology, competition, or growing patient demands. All of that change, and an often-perceived helplessness or inability to deal effectively with it, can—and does—take a toll. Continue Reading...

Make it Match! Tearing Down the Silos That Disconnect Brand from Patient Experience

Download Article

There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the challenge: There are (at least) three key players who have the potential to either contribute to this disconnect—or eliminate it: -The marketing department—the people creating the brand strategy, positioning and brand promise -The patient experience (PX) department—the people focusing on improving patient satisfaction scores and ensuring great patient experiences -Operations—the clinicians and ancillary staff that deal directly with patients and other customers every day Continue Reading...

Good Listens: Data Mining to Understand the Patient Experience

Download Article

If there is one thing I get excited about as a marketer, it is data. I still remember my marketing professor in college constantly saying, “show me the data.” If I learned anything from that course, it is to do lots, and lots, of quantitative, and qualitative research. Marcus Lemonis has made a name for himself as CEO of Camping World, and host of MSNBC’s The Profit. My most recently binge watched show, focuses on Lemonis going in and saving, or expanding, a small business. What fascinates me, is how he makes decisions, and the analytical process behind them. Needless to say, when I saw he was a guest on one of the podcasts I listen to, talking about data, I was interested. Continue Reading...

Click here for eNewsletter Sign Up
Never miss a blog post!