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 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...

Giving and Receiving Feedback – Baird’s Top 10 Tips

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Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of the impact on patient experience as well as quality and safety outcomes. Unfortunately, it’s rare that I come across this type of culture. Instead. What I’m most likely to hear are questions such as “How do I deal with people who are not following our service standards?” or “What can I do about staff members who are rude to each other?” Continue Reading...

Good Read: The Starfish and the Spider

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What does culture and patient experience have to do with starfish? More than you might think. In their book, the Starfish and the Spider, Brafman and Beckstrom use these two creatures to compare and contrast corporate structure. The spider represents the hierarchical, top down structure with a pyramidal org chart. The starfish represents the flat organizational structure where power and innovation is pushed down to the associates. Their point is that in a spider organization, if you lose the top leadership, the success and momentum die just as a spider would if he was to lose his head. The starfish on the other hand is perfectly decentralized so that it can regenerate even when cut into pieces. Continue Reading...

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...

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