Posted by Kristin Baird https://youtu.be/u2cqLg6GnLM Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before on https://www.salesforce.com/hub/crm/crm-system-benefits/ and thought I got it. But today’s training forced ...
Posted by Kristin Baird Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture. The problem is that you can’t train and then assume everyone is living up to the expectations. Big mistake. It’s not what ...
Written By: Kristin Baird, RN, BSN, MHA Every day physicians, nurses and other providers engage in multiple interactions with patients, family members and other staff members. Those interactions have a significant impact on the relationships between providers and those they encounter. ...
Posted by Kristin Baird Anyone working in healthcare should advocate for patients. Patients are vulnerable and frightened. It’s an expectation that comes with the job. When I worked as a public health nurse, I had daily opportunities to serve as a ...
Posted by Kristin Baird Language is an important part of culture, and leaders are vital in creating a common language. The problem is that people are often unaware of the communication habits, such as BMW, that prevail. A few months ago I was spending time ...
Posted by Kristin Baird Expanding Metrics Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of effort going into implementing best practices, but when it comes to measuring ...
Anyone who is a truly passionate patient experience advocate must challenge the status quo about anything and everything that doesn’t serve the patient. If you don’t speak up, you are part of the problem. Over the past several months I’ve undergone ...
Written By: Kristin Baird, RN, BSN, MHA Baird Group has been working with healthcare organizations on customer service improvement since 1991 – over the years, as we’ve worked with healthcare organizations and healthcare leaders around the country, we’ve become pretty adept ...
Written By: Angela Fieler, MPA, CMQ/OE, Consultant As a consultant, I spend a lot of time “in the field.” Every time I’m with a client, I learn something new. I try to share these lessons in any way I can. I had a recent ...
Posted by Kristin Baird When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence and consistence. https://youtu.be/u2cqLg6GnLM It is not unusual for us to enter into ...
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