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!

People Behaving Badly – The Real Cost of Disengagement

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There’s no argument to make for the value of a disengaged employee. In fact, most leaders would likely agree that disengaged workers are costly in many ways—and they’re right! And yet, data suggests that most workforces are comprised of a shockingly high percentage of disengaged workers. Gallup research indicates that 51 percent of employees are not engaged. Add to that percentage, the number that are actively disengaged—17.5 percent. In fact, Gallup says, only 31.5 percent of employees are engaged. The thing is, you know who your disengaged employees are. But what are you doing about it? Continue Reading...

Reflections from the Field – What Are You Too Busy For?

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The Baird Group is always invited into an organization. Potential clients initiate contact, describe their current reality, and look to us to provide solutions. Although we bring our expertise, solutions must be co-created – after all, it’s the healthcare organization that must implement and sustain the effort. So, when a leader doesn’t have time to meet with us, we have to wonder why. I am not talking about the handful of leaders who had vacations planned in advance of our visit, those who are out sick, or those who are involved in an unexpected event – these are unavoidable absences. I am referring to the leaders who are “just too busy.” These folks are usually apologetic when they explain why they can’t meet with us. They are eager to tell us how many hats they wear, how short-handed they are, how big a role they play in the organization, and how we can depend on others to answer any questions we have. Invariably, where we see this behavior in leaders, we also find some common themes in these organizations. Continue Reading...

What About The Doctors?

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Healthcare organizations and their staff members—both clinical and allied health—are going through a wide range of changes these days, both internally and externally. Growing patient expectations, increasing competition, reimbursement based on quality and satisfaction outcomes, and technology advances that ease and create complexity, have led to changes in policies, processes and expectations. As healthcare organizations co-create the roadmap to introduce new initiatives and communicate new expectations and accountabilities, one question that is frequently asked by staff is: “What about the doctors? Will they be held to the same standards as the rest of us?” Of course; clearly that must be an expectation. But, how do you get from here, to there? Continue Reading...

3 Key Steps for Jump Starting the Patient Experience in 2018

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Setting patient experience improvement goals is easy. Achieving them, however takes perseverance. Healthcare delivery is complex and there is no shortage of competing priorities for your time, attention and other resources. Delivering a consistently exceptional patient experience requires the concerted effort of many people, working together seamlessly. That doesn’t happen without planning, engagement and continued vigilance. Continue Reading...

“Do You See What I See?” - blog by Tiffany Christensen

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As the holiday season draws to a close and I reflect on what was, what is, and what is to come, I realize how many things I have to be grateful for in my life. I have been blessed with a fun, loving, and supportive family. I have a fulfilling career and I get to work with great people who are committed to improving the patient experience. I have been given resources and opportunities to help support all of you in your journey to a culture of service. Continue Reading...

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