Posted by Kristin Baird In all the years that I have been consulting on culture and patient experience, I’ve only come across two organizations that didn’t have stated values. In both cases, the CEOs felt they were “fluff”. No wonder they ...
Posted by Kristin Baird Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet paper on your shoe, you ...
Posted by Kristin Baird The TV commercials look great. The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. What is happening? Chances are good that you ...
Posted by Kristin Baird Everyone has some baggage. For some, it’s as small as a sandwich bag, but for others, baggage is as weighty as a full moving van. What we choose to carry is fully up to us. When it ...
Posted by Kristin Baird We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of habituation. Habituation, defined as the diminishing of ...
By: Angela Fieler, MPA, CMQ/OE, Senior Consultant In his new book, Justin Bariso set out to inspire people like me, who measured their emotional intelligence but didn’t really apply the concepts. In short, his goal is to “provide you with the ...
Written By: Kristin Baird, RN, BSN, MHA The CEO just walked into your office and says – “Get these scores up now!” What do you do? How do you react? The CEO and other senior leader priorities are your priorities. Pressure to improve trickles down ...
Posted by Kristin Baird Culture is created and sustained by the stories told by its people. When you think about your organization, what stories are being shared? How are you seeking stories? What channels are you using to share stories that advance ...
Posted by Kristin Baird Holiday time means decorations, parties, gifts and traditions for many of us. But not everyone gets to spend them with friends and family. Hospitals are a 24/7/365 operation which means a significant number of healthcare workers will be spending as much ...
Written By: Kristin Baird, RN, BSN, MHA We live in a time of rampant change—impacted both by changing laws and regulations and constantly emerging technology. Nowhere is this more true than in the healthcare industry where each day seems to bring ...
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