Posted by Kristin Baird When it comes to setting the course for transforming culture, you won’t get far until you know where you’re going. What’s your vision for the culture of the future? Can you describe it? How do people behave ...
Posted by Kristin Baird On any given day, a significant percentage of hospitalized patients are there as a result of unplanned admissions, creating psychological stress and uncertainty for both the patient and their family. Although this fact may seem obvious, it ...
Posted by Kristin Baird Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years. Patients articulate evidence of satisfaction when, during rounds, they tell you everything is fine. Hearing the 4-letter F word (fine) tells leaders that things are ...
Posted by Kristin Baird I recently got a call from a Chief Experience Officer (CXO) who said her CEO was in a frenzy because a board member had had a bad experience with one of their medical practices. The CXO stated their ...
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant At the approach of a new year, many people reflect on the year that is ending to capture what went well and where there might be opportunities for improvement. I was doing just ...
Written By: by Kristin Baird, RN, BSN, MHA Over the past several years, CEOs have named patient experience as a top priority and, yet, many report they are not achieving the results that they would like. At the same time, Value-Based ...
Posted by Kristin Baird With more than two decades working in the patient experience arena, I’m still amazed at how many healthcare leaders are still chasing patient satisfaction scores without looking for the underlying cause. Let me compare this approach to a ...
Posted by Kristin Baird I am no stranger to travel. In fact, with my consulting business, I easily travel 150 days per year or more. During my many sojourns, I have experienced lost reservations, flight delays that cause me to miss ...
Posted by Kristin Baird Years ago, I heard a healthcare leader talk about the four hospitals within every hospital. He said that there was the daytime hospital, the nighttime hospital, the weekend hospital, and the holiday hospital. He went on to ...
Posted by Kristin Baird Every healthcare leader wants their associates to live up to the mission, vision and values (MVV). One excellent way to make that happen consistently, is to spot people doing the right thing, and letting them know it. ...
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