Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant I recently completed my certification as an Executive Coach, which included documenting 50 hours of coaching. As I reviewed my notes in preparation for writing my final essay, one theme jumped out at ...
Posted by Kristin Baird I’m pretty sure no one sets out to be a soul-crushing manager. In fact, most of us start with really good intentions. So with all these great intentions, how do we get there? By being a micromanager. ...
Posted by Kristin Baird The term quality assurance or QA has been around since the start of the Industrial Revolution. Simply put – it is a process or system for monitoring products or services to ensure that they meet the standard. Patient ...
My team and I have been on the road doing culture assessments for various health systems recently and have found some common denominators among the organizations that struggle with engagement, patient satisfaction and financial performance.Among other things, these cultures don’t ...
Last week I had the pleasure of attending the National Center for Healthcare Leadership’s (NCHL) conference on human capital in Chicago. I heard a number of great speakers and walked away inspired and armed with great ideas to share. One ...
Written By: Kristin Baird, RN, BSN, MHA Volunteers are a mainstay in most healthcare organizations, dedicating millions of hours of service each year through their efforts. Whether they’re at registration desks, in the gift shop, transporting patients from one setting to ...
Posted by Kristin Baird No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so high it is important to be sure things are ...
Posted by Kristin Baird 20 years ago that I first wrote about the merits of creating behavior-based service standards as a way to articulate clear expectations. Setting standards may seem basic, but it’s amazing how often this level-setting step is skipped. Establish ...
Posted by Kristin Baird Have you ever checked in for a medical appointment at the scheduled time only to be left waiting? I’m willing to bet that anyone reading this blog will say yes to this question. The challenge in most ...
Posted by Kristin Baird When it comes to improving the patient experience, don’t forget volunteers. Healthcare organizations benefit from millions of hours of volunteer time and energy every year, yet I rarely see stellar training on customer service. They are often ...
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