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 ...
Written By: Kristin Baird, RN, BSN, MHA There’s no argument that members of helping professions—like healthcare—are particularly prone to burnout. We read and hear a lot about burnout among physicians and nurses; the problem is real. But, what’s equally real is ...
Review by: Angela Fieler, MPA, CMQ/OE, Consultant I am always on the lookout for books that help me “sharpen my saw” in terms of my coaching practice. Often times, I read one book or article that cites another in a way ...
Posted by Kristin Baird The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and tasteful uniforms. The entire building was as beautiful as any 5-star ...
Submit your information below to start receiving our Baird Group articles.
