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 ...
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 ...
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 ...
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 ...
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. ...
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 ...
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, ...
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 ...
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