Culture Catalyst Blog & Articles

Coach, Mentor & Model Service Behaviors

Posted by Kristin Baird It’s not unusual for us to hear that past training efforts just didn’t stick. When we drill down to learn what had been done in the past and how it was delivered, we’re never surprised to hear ...

Communication is Like a Dance

Posted by Kristin Baird Communication is at the core of the patient/provider relationship. While both verbal and non-verbal communication come into play during every encounter, it is often the subtle things that make the biggest impact. I was shadow/coaching a hospitalist a ...

That’s just Jenny – and other culture-killing excuses

Posted by Kristin Baird I see it all the time -The beautifully framed statements of “commitment to service” hanging within arm’s reach of the organization’s biggest standards contradictions. It happened just two weeks ago when I was visiting a healthcare organization that ...

Feedback Improves Employee Engagement and Patient Experience

Posted by Kristin Baird Having an engaged workforce and loyal patients doesn’t happen by chance. And it won’t happen with just one smile-lesson-type class. You need to foster a culture of feedback. While training is an important element in creating a great, consistent patient ...

Is Perfectionism Hindering Your Progress?

Written By: Kristin Baird, RN, BSN, MHA  “Perfect is the enemy of good” is an aphorism that is widely attributed to Voltaire, but others have made similar points: Confucius: “Better a diamond with a flaw than a pebble without.”Shakespeare: “Striving to better, oft we mar ...

What your signs say about your company

Posted by Kristin Baird After touring hundreds of hospitals and healthcare facilities in the course of my career, I am still amazed at the number of handmade signs taped on doors, windows, and walls. My collection of photographs range from comical ...

Are your values a plaque on the wall, or a way of life?

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 ...

What You Don’t Know Can Hurt You

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 ...

Is Access Hurting Your Patient Experience?

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 ...

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