Posted by Kristin Baird Healthcare is notorious for its silos. And, to be honest, the silos are often the result of one department or specialty not knowing, understanding, and respecting the expertise of the other. Having worked on both the clinical ...
Posted by Kristin Baird If only a culture change could be set as an appointment on a calendar. You can plan out what the culture will be and announce when it would take place. Done. In truth, culture changes take time. Cultures ...
Posted by Kristin Baird Mark Twain said, “The two most important days in your life are the day you are born and the day you find out why.” Finding your “why” is finding your purpose. I find that having a clear ...
Written By: Kristin Baird, RN, BSN, MHA Empathy is what puts the care into healthcare. Without it, patients become just a number, just a case, just a disease. But empathy requires the absence of judgment and, unfortunately, human beings have a ...
Posted by Kristin Baird This morning I had a discussion with one of my clients about accountability. Like many leaders, she finds that holding others accountable is one of the most difficult aspects of her work. During our conversation, she shared that ...
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. ...
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