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!

The Big Benefits of Shadow Coaching for Improving the Patient Experience

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Every day physicians, nurses and other providers engage in multiple interactions with patients, family members and other staff members. Those interactions have a significant impact on the relationships between providers and those they encounter. Unfortunately, though, providers rarely get feedback on how those interactions went—what they did well, what they might improve, or how they may have been perceived by those with whom they interacted. Shadow coaching can help. Shadow coaching pairs a provider with a coach, or “shadow,” who goes along with them and observes their interactions. While it can be a little intimidating to have someone trailing you, and watching every move, in the Baird Model, healthy coaching relationships are really designed to be a supportive means of fostering learning, transformation and growth. Continue Reading...

3 Signs That Your Service Recovery Strategy Needs an Overhaul

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Baird Group has been working with healthcare organizations on customer service improvement since 1991 – over the years, as we’ve worked with healthcare organizations and healthcare leaders around the country, we’ve become pretty adept at quickly identifying when an organization’s service recovery strategy needs an overhaul—or when they don’t have one! Continue Reading...

Lessons from the Field: "You Get 500 Points!"

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As a consultant, I spend a lot of time “in the field.” Every time I’m with a client, I learn something new. I try to share these lessons in any way I can. I had a recent field experience that didn’t come from a client, but is an important lesson nonetheless. I was on the road and had a last minute change of plans for which I needed a hotel reservation. I wasn’t familiar with the area I would be travelling to and was therefore dependent on the internet for hotel information. I found a name brand hotel close to my destination and called the number published on the hotel website. Continue Reading...

3 Ways Medical Mystery Shopping Can Shed Light on the Patient Experience

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Baird Group has been a trailblazer in the field of medical mystery shopping for more than 15 years now and we’ve learned a lot along the way. So have our healthcare clients. Medical mystery shopping – also called secret shopping, or ethnographic research—involves Baird researchers taking on the role of a patient or family member as they interact with healthcare systems by phone or in person. During these interactions, mystery shoppers make note of everything they experience, along with their feelings. Documenting the emotions evoked by specific events, interactions, or the environment is an important element of the research. After all, it is the emotional response that drives consumer behaviors. The beauty of mystery shopping is that you can learn how every touchpoint is viewed by the patient. It is that narrative that explains the “why” behind the quantitative satisfaction surveys. Continue Reading...

Good Read: Cracking the Culture Code

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If you are looking for a great read with powerful purpose and practical ideas, Daniel Coyle’s new book, “The Culture Code: The Secrets of Highly Successful Groups”, should be right up your alley. Coyle is a best-selling author for a reason. He combines theory and practice with masterful story-telling to show you organizational culture as you’ve never seen it before. Continue Reading...

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