Review by: Angela Fieler, MPA, CMQ/OE, Consultant If you are looking for a great read with powerful purpose and practical ideas, Daniel Coyle’s new book, “The Culture Code: The Secrets of Highly Successful Groups”, should be right up your alley. Coyle is a ...
Written By: Kristin Baird, RN, BSN, MHA Baird Group has been a trailblazer in the field of medical mystery shopping for more than 15 years now and we’ve learned a lot along the way. So have our healthcare clients. Medical mystery shopping – ...
Posted by Kristin Baird It’s Nurse’s Week and I am loving all the inspiring and heart-warming articles and ads giving recognition to this most trusted profession. It’s great that once a year we put nurses in the limelight and celebrate their ...
Posted by Kristin Baird It’s pretty common for me to get calls from healthcare leaders who are struggling with physician HCAHPS scores. It’s also common for me to learn that there are little or no consequences for physicians who have poor patient satisfaction scores. They ...
The other day I was talking to a manager who was working hard to improve the patient experience in her department. She had done a wonderful job presenting the “why” and “how” to create a positive patient experience. She was ...
How are you inviting patient engagement? Patient engagement is a priority for many organizations. It seems that everywhere I look there is another piece of technology being release along with claims that it increases patient engagement. If you ask me, I ...
We all judge our experiences differently. What is most important to me, may not be at the top of someone else’s list. And vice versa – what someone else sees as most important may not matter at all to me. ...
Written By: Kristin Baird, RN, BSN, MHA Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of ...
Review by: Kristin Baird, RN, BSN, MHA What does culture and patient experience have to do with starfish? More than you might think. In their book, the Starfish and the Spider, Brafman and Beckstrom use these two creatures to compare and ...
Posted by Kristin Baird We’re understaffed – 3 words that shake patient confidence I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being understaffed, however is a daily occurrence in hospitals and medical practices ...
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