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Archive for the ‘Medical Practice Training’ Category


The Art of Saying No Without Saying No

Posted by Kristin Baird on November 30th, 2017 • No Comments »

We do thousands of mystery shops each year to medical practices throughout the U.S. The calls are made to help the medical practice leaders understand more about that crucial first impression by phone. Many are seeking help in learning how callers feel about access. Can they get an appointment? How long is the wait? What is the caller’s perception of availability? How did they feel about the discussion?  Read more...

Baird Consulting

Can you Change the Culture in 20 Minutes?

Posted by Kristin Baird on April 21st, 2016 • No Comments »

Imagine a hospital or system CEO sending out a memo saying that Monday we will be changing the culture. At 8:00 AM everyone will become service-minded and patient-centered. By 8:20 AM we will be creating an ideal patient experience. How effective would that be? You may have snickered at this but let me tell you, we’ve been asked to perform miraculous feats like this by very smart healthcare leaders.  Read more...

Baird Consulting

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