Posted by Kristin Baird Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience. Ownership can’t be lip service. Ownership must be woven into the fabric of the culture and daily ...
Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant 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 ...
Written By: Kristin Baird, RN, BSN, MHA 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 ...
Posted by Kristin Baird Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those people to achieve organizational goals. Gossip ...
Posted by Kristin Baird I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like whether or not they knew the current patient ...
Posted by Kristin Baird It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors. We have been working with an organization on making necessary culture shifts. One of ...
Posted by Kristin Baird It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
Posted by Kristin Baird Leader rounding and coaching are two essentials of leadership that go hand in hand. If you aren’t rounding, you’re missing opportunities for on-the-spot coaching and recognition. If I had a dime for every time I have heard ...
Posted by Kristin Baird One thing I love about our Coaching for Engagement and Improved Performance workshop is seeing attendees reach those “Aha!” moments when they start to see their challenges in a new light. A few weeks ago, I was working ...
Posted by Angela Fieler Newsflash! Compassion fatigue is real. I’m not sure I believed that until today. Today, I wanted to strangle someone who I love dearly. I was the living, breathing embodiment of that meme that says, “I have one ...
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