Healthcare suffers from terminal uniqueness. It’s a condition where you constantly explain why your situation is different from everyone else’s in healthcare. This helps you to ascribe to excuses for why your patient experience scores are lousy. A few of ...
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps. The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...
It’s often difficult to comprehend everything that factors into the patient experience. The simplest way to summarize it is with people, processes and place. When looking at the people element, it’s not just the direct interactions patients have with employees but ...
We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores. The problem with this line of thought is that it places the score ...
Written By: Kristin Baird, RN, BSN, MHA Everybody loves a great story. For healthcare professionals that’s a great thing because, within the walls of our organizations, every day, there are dozens, even hundreds, of stories taking shape. If only we could ...
Review by: Kristin Baird, RN, BSN, MHA Storytelling is a great way to engage your employees in your mission, vision and values, yet many leaders hesitate to tell stories, thinking, “I’m not a storyteller.” Well, maybe you aren’t today, but that ...
Posted by Kristin Baird https://youtu.be/mYHYe_cf6DM Training is more than a one-and-done approach. To make your training stick, you need to follow a 4-step process: pre-work, training, coaching and finally, reinforcement. Coach, Mentor & Model Service BehaviorsTrain, Retain & SustainService Recovery Is More Than a CouponTraining is ...
Posted by Kristin Baird Stories shape cultures and the organization’s brand. Yet storytelling is often underrated or delegated to the communication department as a task. Fostering a storytelling culture is a sadly missed opportunity. Fostering a Storytelling Culture Becoming a storytelling culture won’t ...
Posted by Kristin Baird One of my favorite workshops to deliver is “Coaching for Engagement and Improved Performance”. Why? Because I love to see lightbulbs going on as participants start to make the connections between their leadership styles, and the overall ...
Posted by Kristin Baird I was recently doing a coaching and engagement workshop for a group of healthcare leaders. During the discussion, a group of participants said that they don’t bother coaching their high performers, because, after all, they’re already high ...
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