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 ...
James R. Detert and Ethan R. Burris, Review By: Janet Schulz At Baird Group, as we work with organizations to transform their cultures and improve the patient experience, a key strategy we discuss is employee input. So when I saw this ...
Written By: Kristin Baird, MHA, BSN, RN Picture this. You’re a patient in a hospital and you’ve dropped your reading glasses on the floor. You can’t get out of bed. You’re not in dire straits, but you’re bored—you can’t read without ...
What is the patient experience? It is, in the most literal sense, every interaction—every, single interaction—that a patient has with a health system and all of its many moving parts during an encounter. The Beryl Institute defines it as: the sum ...
Written by: Susan E. Mazer For the better part of my consulting practice, I have been engaged in helping organizations improve their patients’ experiences as measured by patient surveys. Although I personally revel in analyzing survey data, I have always emphasized ...
“Teaching to the test” is a phrase used in education to refer to the common practice among many educators who tailor their instructions to focus on what students will find on the many standardized tests they’re required to take. It’s ...
It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come from within their own healthcare organizations, often from clinical ...
This Thanksgiving, many will spend some time reflecting on all of the things they have to be thankful for: their families and friends, their good health—the lists go on. But, one thing we’re unlikely to put on these lists are ...
Healthcare leaders know that the patient experience (PX) matters—to patients, to providers, and to the bottom line. Face it; most providers chose healthcare as a career because they are mission driven; they are committed to helping others. Patients, of course, ...
Three Steps to Getting Your Patient Experience Plan on Track As hospitals and other healthcare organizations continue to focus on the patient experience (PX), healthcare leaders are frequently in search of the “next new idea” that will push their patient satisfaction ...
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