September 4th, 2018
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 ...
August 30th, 2018
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 ...
August 28th, 2018
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 ...
August 23rd, 2018
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 ...
August 21st, 2018
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 ...
August 9th, 2018
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. ...
August 9th, 2018
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 ...
August 9th, 2018
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, ...
August 9th, 2018
Written By: Kristin Baird, RN, BSN, MHA
How long does that heady rush that you feel when you land a top candidate last? A few months? A year? More?
How about that sinking feeling you get when you realize that one of ...
August 7th, 2018
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 ...