Culture Catalyst Blog & Articles

Real Patients – Real Names – Real Problems Resolved

The Things You May Not Know About Medical Mystery Shopping, Baird StyleA recent request for mystery shopping services pointed out poignantly how Baird is different. A healthcare organization, concerned about its ability to adequately screen for Ebola, asked whether we ...

Is Good the Enemy of Great at Your Organization

Jim Collins is credited with the inspirational quote “good is the enemy of great.” What this statement means is that, for many organizations, they’ve unwittingly slipped into a mindset where good is good enough. They’re doing “just fine” and, therefore, ...

Mystery Shopping in Healthcare Yields “Aha Moments”

It’s no mystery that the patient experience drives the organization’s reputation. And yet, many hospitals and medical practices remain baffled about which experiences are driving their patient satisfaction scores. This quandary was the impetus for the Baird Group establishing our ...

Bypassing the Heart can Kill the Patient Experience

Nurses Don’t “Speak HCAHPS”—and They Shouldn’t be Expected To! When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality improvement?” Not even close.  Instead, the words that most readily come to mind are ...

The Patient Experience at the Speed of Trust

Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a pulmonary embolism. While there have been some stellar examples ...

Nurses Shape the Patient Experience in Hospitals

We focus a lot on culture as we work with healthcare organizations around the country and, while we know that it “takes a village” to deliver high-quality healthcare, we also know that there is one critical role particularly in hospital ...

Intentional Culture

“If you don’t know where you’re going, any road will get you there,” is an often-repeated quote from Lewis Carroll’s Alice in Wonderland. Paraphrased, it simply means that without goals and a plan, you could end up wandering aimlessly. It ...

Good Read: Everything Connects by Faisal Hoque

This book will get you thinking about how (or if) you and your organization are significantly and purposefully fostering creativity and innovation. In between some heady and academic, but intriguing segments I found pearls of wisdom that apply to today’s ...

Tactic Overload? Find the Connection to Purpose!

Talk to any direct caregiver in healthcare and chances are you’ll hear a bit about overwhelm caused by the myriad of tasks or tactics they’re asked to complete on a regular basis. Whiteboards, scripting, hourly rounding, and bedside reporting are widely ...

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