I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based on their values, not to get applause. They quietly go ...
August 1st marked the second anniversary of the day we brought my sister home to die. Having been in the hospital for 22 months with complications from post-operative wound separation and subsequent sepsis, she experienced both the best and worst ...
Posted by Kristin Baird Employee engagement is at the core of any company’s performance. But in healthcare, where the patient experience drives loyalty, trust, and even reimbursement, engagement is paramount to success. A disengaged employee needs coaching right away. Spotting and addressing ...
Posted by Kristin Baird We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in the waiting room. But then ...
Posted by Kristin Baird On Tuesday of this week, The New York Times ran an article about medical mystery shopping which was a great way to get more healthcare leaders to consider this type of research to improve the patient experience. ...
Written By: Kristin Baird, RN, BSN, MHA Trust is at the foundation of any relationship, and certainly at the foundation of the patient/provider relationship. But, for that relationship to be strong, it has to be supported by a strong culture and ...
Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant Book by David Horsager Trust has been on my mind lately. I’ve heard the word a lot at healthcare facilities I’ve visited. Trust is one of those words, like quality. It’s hard to define, ...
Posted by Kristin Baird It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient experience and resulting scores. But more often than not, ...
Posted by Kristin Baird When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other communication tools than any time in history – ...
Posted by Kristin Baird You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly patient-centered. One of the best examples of this is when clinics schedule appointments ...
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