June 23rd, 2016
Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant
My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end of the session, our tutor ...
June 18th, 2016
Written By: Kristin Baird, MHA, BSN, RN
Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is the kind of coach that leads ...
April 27th, 2016
Written By: Kristin Baird, MHA, BSN, RN
Providing an exceptional patient experience is at the top of most healthcare leaders’ “to do” list these days and for many good reasons. First, caring for patients is what drew most of us into ...
April 27th, 2016
Jay W. Lorsch and Emily McTague, Review by Janet Schulz
The cover story of the April 2016 Harvard Business Review is titled "Culture is not the Culprit." The sub-title is "When organizations are in crisis, it's usually because the business is ...
April 13th, 2016
James R. Detert and Ethan R. Burris, Review By: Janet Schulz
At Baird Group, as we work with organizations to transform their cultures and improve the patient experience, a key strategy we discuss is employee input. So when I saw this ...
April 13th, 2016
Written By: Kristin Baird, MHA, BSN, RN
Picture this. You’re a patient in a hospital and you’ve dropped your reading glasses on the floor. You can’t get out of bed. You’re not in dire straits, but you’re bored—you can’t read without ...
March 10th, 2016
What is the patient experience? It is, in the most literal sense, every interaction—every, single interaction—that a patient has with a health system and all of its many moving parts during an encounter. The Beryl Institute defines it as: the sum ...
February 9th, 2016
Written by: Susan E. Mazer
For the better part of my consulting practice, I have been engaged in helping organizations improve their patients’ experiences as measured by patient surveys. Although I personally revel in analyzing survey data, I have always emphasized ...
February 9th, 2016
“Teaching to the test” is a phrase used in education to refer to the common practice among many educators who tailor their instructions to focus on what students will find on the many standardized tests they’re required to take. It’s ...
January 12th, 2016
It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come from within their own healthcare organizations, often from clinical ...