Posted by Kristin Baird Here’s one thing I know for certain about improving the culture and the patient experience – thinking and planning are not the same as taking action. I’ve seen many healthcare leaders confuse the two and then wonder ...
We’ve all heard the saying, “You never get a second chance to make a good first impression.” While there is truth in that statement, let’s not forget the importance of the last impression. It’s the last impression that can put ...
A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having endoscopy. She was taken to a ...
Written By: Kristin Baird, RN, BSN, MHA There’s no argument to make for the value of a disengaged employee. In fact, most leaders would likely agree that disengaged workers are costly in many ways—and they’re right! And yet, data suggests that ...
There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter period of time. In addition ...
Posted by Kristin Baird I have become a connoisseur of healthcare marketing messages over the years and am often underwhelmed. From billboards to TV and radio ads, I can spot a useless ad campaign within five seconds or 500 feet. The ...
Posted by Kristin Baird Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses without even realizing that it’s happening. I frequently witness healthcare leaders engaging in ...
Posted by Kristin Baird For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...
Posted by Kristin Baird When we evaluate the patient experience in healthcare organizations, there are two words that put your brand, your reputation, and ultimately your financial performance at risk. The two words are: “It depends”. This culture of variability is ...
Most people it seems, want to avoid conflict. In fact, taking the path of least resistance is a law of nature. But that path of least resistance can also slide into avoidance behavior if you aren’t careful. Furthermore, it will ...
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