Review by: Angela Fieler, MPA, CMQ/OE, Consultant As the holiday season draws to a close and I reflect on what was, what is, and what is to come, I realize how many things I have to be grateful for in my ...
Posted by Kristin Baird This time of year, you can hardly escape discussions and articles about New Year’s resolutions. While resolutions are good for defining aspirations, they are notorious for being broken and forgotten within a few weeks. Don’t get me ...
Every person has the power to do things differently – better than the last time. It takes just one thing. Not a policy. Not a procedure. Just a personal commitment. I see it all the time when doing shadow/coaching and the ...
Written By: Angela Fieler, MPA, CMQ/OE Here at the Baird Group, one of our “drum beat” messages is that the culture of an organization ultimately defines the patient experience. We reinforce that message by coaching leaders to create a culture that supports ...
Written By: Kristin Baird, RN, BSN, MHA Employee engagement is top-of-mind in the healthcare industry these days with a confluence of factors impacting the industry—from consumerism, value-based care, mergers and acquisitions and the growth of telehealth, to an aging workforce that ...
Review by: Kristin Baird, RN, BSN, MHA Christina Dempsey has written an engaging and thought-provoking book challenging her readers to recognize and rectify unnecessary suffering endemic within the healthcare industry. Dempsey candidly shares stories from personal and professional experiences that will ...
Written By: Kristin Baird, RN, BSN, MHA A great patient experience is one where the patient feels that they have been heard—and understood. The same is true about a great employee experience. When employees feel heard, and understood, by their peers ...
Written By: Angela Fieler, MPA, CMQ/OE In her book, “Raising the Bar on Service Excellence,” author and Baird Group founder Kristin Baird writes of the importance of having a sense of purpose in achieving service excellence. She discusses not only the ...
Written By: Kristin Baird, RN, BSN, MHA It takes only about 8 seconds to make a first impression when talking with someone face-to-face, but data shows that it is anywhere between 1/40th of a second to 5 seconds when on the phone! ...
Written By: Angela Fieler, MPA, CMQ/OE We work in an industry where human error can have devastating effects. We spend thousands of hours and millions of dollars changing processes to minimize the possibility of human error wherever possible - except when ...
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