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 ...
Written By: Kristin Baird, RN, BSN, MHA There is no doubt that employee and patient engagement are inextricably linked. That’s just common sense. After all, if employees are engaged they will be motivated and driven to fulfill the mission of the ...
As Baird Group works with clients to transform culture and improve the patient experience, a vital element we address is communication. When we assess cultures in healthcare settings, we often find that leadership messaging is working against – rather than ...
Written By: by Kristin Baird, RN, BSN, MHA Each day you engage in multiple interactions with patients, visitors and colleagues. Those interactions don’t always go as planned. While you may think the message you intended to send is the message the patient received, ...
The importance of nurse leadership is growing and changing. This infographic by Maryville University describes the different skills necessary to be an effective nurse leader as well as the generational differences that exist in the industry. http://online.maryville.edu/resources/nursing/infographics/the-role-of-nurse-leadership-in-todays-health-care-industry/ To learn more about the Baird ...
That’s the essence of this article by Joanne Finnegan published in Fierce Healthcare. Amazing things happen when we remember to ask patients what they want. http://www.fiercehealthcare.com/practices/physician-leaders-ask-what-your-patients-want? To learn more about the Baird Model for Service Excellence, employee engagement or leadership development workshops, or ...
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