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!

Draw a Hard Line on Soft Skills for a Better Patient Experience

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There is no doubt that healthcare employees need hard skills to deliver safe, reliable, high-quality medical care. But soft skills, the ones that engage patients and make them feel valued, respected and cared about, are frequently overlooked in the hiring process. Why? Because they are more difficult to assess than a list of certifications and degrees that assure technical skills. Continue Reading...

3 Surefire Ways to Improve Your Patient Experience in 2020

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Over the past several years, CEOs have named patient experience as a top priority and, yet, many report they are not achieving the results that they would like. At the same time, Value-Based Purchasing is here to stay, and that means the patient experience will continue to be tied to reimbursement. In addition to these facts, hospital CEOs also identify growth as a top priority. Here’s the cold, hard truth. You can’t achieve growth without a good patient experience. Why? Because growth won’t happen if a consumer has one encounter with you and leaves. Real growth happens when patients use your services and then become raving fans, telling everyone they know that you are the best. Continue Reading...

Lessons from the Field: Labels Can be Sticky

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At the approach of a new year, many people reflect on the year that is ending to capture what went well and where there might be opportunities for improvement. I was doing just that as I was wrapping gifts and I had an epiphany of sorts. I take great pains to buy gifts that I hope my friends and family will both enjoy and use. I wrap those gifts in beautiful paper, adding ribbons and bows to make the package that much more appealing. And then, I slap a boring, if not down-right ugly label – you know, the kind you use on file folders – on what, as my husband pointed out, might otherwise be considered a work of art. Continue Reading...

Good Read: “Dare to Lead: Brave Work. Tough Conversations. Whole Hearts.”

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Search for the word “leadership” in Google or on Amazon, and you will see that there is no shortage of research studies or publications about leadership today. Perhaps Brené Brown’s name, TedTalk, or other books will show up. Do not be lulled into thinking that Dare to Lead is just another book about leadership because it is not. Continue Reading...

Unwritten Rules Shape Culture

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Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted plaques espousing values, it is the unwritten rules that, if left unchecked, quietly abduct the culture and hold it hostage. It’s the unwritten rules that form the cultural norms. Continue Reading...

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