April 13th, 2016
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 ...
April 13th, 2016
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 ...
March 10th, 2016
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 ...
February 9th, 2016
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 ...
February 9th, 2016
“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 ...
January 12th, 2016
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 ...
November 23rd, 2015
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 ...
October 27th, 2015
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, ...
September 23rd, 2015
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 ...
August 19th, 2015
There are ample changes impacting the healthcare industry these days, but one thing remains constant: the need to provide exceptional patient experiences. In fact, that need is stronger than ever before, in this environment, as hospitals struggle to control costs ...