February 21st, 2019
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 ...
February 19th, 2019
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 ...
February 14th, 2019
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 ...
February 12th, 2019
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 ...
February 12th, 2019
Review by: Kristin Baird, RN, BSN, MHA
The 5 Second Rule is a self-help book written to help you overcome procrastination, feel more confident and overcome fears. As I listened to the book, I continued to think about how the principles can ...
February 12th, 2019
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 ...
February 7th, 2019
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 ...
February 5th, 2019
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 ...
January 31st, 2019
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 ...
January 24th, 2019
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 ...