Written by: Brian Boyle, Review by: Kristin Baird In my role as a healthcare consultant, I often say, “We are human beings caring for human beings.” I am always looking for stories from caregivers or patients that serve to illustrate the ...
Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant I’ve been working in healthcare for a long time – 78% of my life, to be exact.And it seems, no matter what level of the organization I was working in orworking with, ...
Written By: by Kristin Baird, RN, BSN, MHA The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t many who feel that the culture ...
Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant Patient satisfaction, and the patient experience have been in the spotlight for severalyears now, resulting in the emergence of a new profession. In 2016, the PatientExperience Institute (PXI) certified its first group ...
Written By: Kristin Baird, MHA, BSN, RN Over the past few years, there’s been a new role emerging in healthcare—the Patient Experience Professional, or PXP. It’s an important, but not an easy, role. Face it. There is a wide range of ...
Written By: Kristin Baird, MHA, BSN, RN Face it. Physicians can be intimidating. Patient Experience Professionals (PXPs), though, can’t afford to let intimidation keep them from providing the coaching and counseling needed to enhance the patient experience. Yes, physicians can sometimes ...
Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end of the session, our tutor ...
Written By: Kristin Baird, MHA, BSN, RN Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is the kind of coach that leads ...
Written By: Kristin Baird, MHA, BSN, RN Providing an exceptional patient experience is at the top of most healthcare leaders’ “to do” list these days and for many good reasons. First, caring for patients is what drew most of us into ...
Jay W. Lorsch and Emily McTague, Review by Janet Schulz The cover story of the April 2016 Harvard Business Review is titled "Culture is not the Culprit." The sub-title is "When organizations are in crisis, it's usually because the business is ...
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