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 ...
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk didn’t look up or greet the patient. ...
This past week has been a difficult time as our entire nation grieves yet another school shooting. Putting aside any political views or finger pointing, I have to ask; are mental health services readily available and accessible enough? Many health organizations ...
Posted by Kristin Baird Last week I blogged about the importance of taking time to celebrate successes. In our busy world, we tend to move quickly from one thing to the next. Just like celebration, it’s important to take the time to ...
Posted by Kristin Baird There is nothing more deflating than working for a micromanager – someone who thinks he or she must oversee and control each and every detail of operations. The worst part is having a micromanager who has absolutely ...
Written By: Kristin Baird, RN, BSN, MHA Healthcare organizations and their staff members—both clinical and allied health—are going through a wide range of changes these days, both internally and externally. Growing patient expectations, increasing competition, reimbursement based on quality and satisfaction ...
Written By: Angela Fieler, MPA, CMQ/OE The Baird Group is always invited into an organization. Potential clients initiate contact, describe their current reality, and look to us to provide solutions. Although we bring our expertise, solutions must be co-created – after all, it’s ...
Posted by Kristin Baird Ask anyone working in healthcare and they will tell you they are busier than ever. Whether at the front lines of patient care or in the C-suite, healthcare is changing fast, steeped in regulation, and doesn’t show ...
Posted by Kristin Baird When my team and I are working with organizations, our ears prick up when we hear things like, “We had a patient experience program and it didn’t work.” Or, “We did a customer service program, but it ...
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