Culture Catalyst Blog & Articles

Accountability Can’t Be Optional

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 ...

Break Down Silos between Marketing and Patient Experience

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 ...

Does Your Patient Experience Match Your Advertising?

Posted by Kristin Baird Healthcare organizations spent over $10 billion in advertising in 2017. I come from a background in marketing and business development. This background gives me a firm grasp of the value of a well-constructed campaign. But no amount of marketing ...

Moving on from betrayal at work

Workplace betrayal can have profound effect on both individuals and the entire culture. But how you manage it is up to you. You can be a victim which will keep you in a vulnerable state, or you can look squarely ...

Show More Empathy for a Better Patient Experience

Posted by Kristin Baird https://youtu.be/gHuVCNm4oHQ Empathy is an essential element in a good patient experience, yet many providers miss important cues. In the past few weeks I have shadowed a number of hospitalists to help them improve their patient interactions. During hours ...

Lessons from the field: Do you really understand?

Written By: Angela Fieler, MPA, CMQ/OE, ConsultantIn our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the barriers there are to demonstrating empathy. ...

Lead or Manage for a Better Patient Experience?

Posted by Kristin Baird In our coaching work, we often team up with managers who need support in becoming better leaders. They often have mastered managing, but need support learning how to lead. Managers vs. Leaders A very simplified version of the distinction ...

Good Listens: Data Mining to Understand the Patient Experience

Written By: Brian Schanen, MS, Marketing Coordinator Review of: Small Business Success Podcast 051—Marcus Lemonis, Secret Data Miner If there is one thing I get excited about as a marketer, it is data. I still remember my marketing professor in college constantly saying, ...

Technically Solid but Toxic

Posted by Kristin Baird I have the utmost respect for leaders who deal with toxic behavior head on. Many healthcare leaders still look past the gossips and groaners because they have good technical skills. Some leaders feel they have to tolerate BMWs ...

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