August 6th, 2012
We know that to create an exceptional service culture, and one that is fully committed to safety, we need to hire right, engage, and retain the best people. These are the three keys to establishing a great workforce. Unfortunately, if ...
July 16th, 2012
Strategic planning may not be the favorite activity of many healthcare leaders, but it is arguably one of the most important. Unfortunately, too often the plan is created and then pushed aside—in the “old days” gathering dust on the shelf, ...
June 18th, 2012
Imagine walking into your doctor’s office where you have a scheduled appointment. It’s your first appointment in this office and you aren’t sure what to expect. You step up to the counter labeled “Registration” and the woman behind the desk ...
May 24th, 2012
Shaping the patient experience is a big part of what we do at Baird Group, and our recent partnership with BerylHealth puts us even more firmly into this space as we work together to provide sustainable solutions for hospitals and ...
April 12th, 2012
Check out any hospital’s marketing messages and you’re likely to see statements like these:
“We put patients first”“Committed to delivering high-quality care every time”“We’re here for you”
Sound familiar? While these don’t reflect any real statements that we know of, they do ...
March 16th, 2012
The Baird team is frequently asked to consult with hospitals and systems that want to improve their HCAHPS scores. The first thing we evaluate is whether or not the focus is on the scores or the experience behind the scores. ...
February 8th, 2012
Rounding is nothing new in healthcare. It’s as old as some medical facilities themselves and also was a tactic used by Florence Nightingale as she went from one soldier to the next to provide care during the Crimean War! Rounding ...
January 10th, 2012
Effective communication is absolutely critical to a positive, loyalty-building patient experience. And when the patient experience is great, your HCAHPS scores are likely to follow. But remember, the patient experience is really about more than getting great scores—it’s about delivering ...
December 20th, 2011
Healthcare professionals are, by and large, a very committed, patient-oriented bunch. This is especially true of healthcare leaders who have been committed to providing exceptional service and clinical care to patients since long before they were faced with HCAHPS! But, ...
November 10th, 2011
This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn't top-of-mind on our list of things to be thankful for, though, is our employees. And that's unfortunate. In fact, ...