Posted by Kristin Baird It’s no secret that an engaged workforce is necessary for a consistently positive patient experience. And nurses are pivotal in this equation. Nurses who develop resilience can prevent burnout. This allows them to engage with patients on ...
Posted by Kristin Baird A colleague recently called to talk about how he could get nurses more engaged in the patient experience. When I asked what he was currently doing, he mentioned several ways he was keeping them apprised of the ...
Posted by Kristin Baird I know I’ve said it before, but patient experience professionals (PXPs) cannot go it alone. In addition to engaging stakeholders from operations, it is vital to have an executive sponsor who can run interference and ensure you have ...
Healthcare is moving at an unprecedented pace. Mergers, acquisitions, downsizing and even social media comments hit the news and the community buzz begins. During times of change, every organization needs to tap into its greatest resource – its workforce, to ...
Written By: Kristin Baird, RN, BSN, MHA There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the challenge: There are (at least) three key players who have the potential to either ...
Posted by Kristin Baird Patient experience professionals (PXPs) often see themselves as the worker bees managing dozens of tasks and carrying the weight of the patient experience solely on their shoulders. This can be a dangerous, career- limiting mindset. As a ...
Posted by Kristin Baird How do you react when someone compliments you? After the polite thank you, how do you really process the compliment? If you’re like many people, you may dismiss it and move on without allowing the words to ...
Posted by Kristin Baird HCAHPS has leveled the playing field when it comes to measuring patient satisfaction. But with the publicly reported scores has come a nearly obsessive focus on the numbers. I must admit that I get impatient with healthcare ...
Posted by Kristin Baird I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my book, Customer Service in Healthcare (2000, Jossey Bass). It ...
Posted by Kristin Baird Healthcare is notorious for its silos. Marketing and patient experience departments are often kept in their own silos which is an awful waste in my opinion. Marketing has a long, proven history in listening and understanding the voice of the ...
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