March 12th, 2013
We’ve all been there—faced with a critical moment of truth when we might offer some much-needed feedback (constructive or corrective) to an employee, but we let the moment go. Maybe it’s because we don’t feel the setting is appropriate—perhaps we’re ...
February 7th, 2013
It can take months, even years, to establish a solid culture of service excellence yet only one unfortunate misstep to destroy the results of all that hard work. Unfortunately, too often healthcare leaders are inadvertently hampering their own efforts to ...
January 24th, 2013
It’s the start of a new year, and that gets all of us thinking about goals—or, as we call them in the New Year, resolutions. For healthcare leaders, it’s a great time to be thinking about 2013 resolutions for improving ...
November 18th, 2012
“It’s not fair!”
“It’s not my fault!”
Many parents are all too familiar with these kinds of comments. Unfortunately, so are many managers! As we work with healthcare organizations around the country and conduct culture assessments, one common issue we encounter is ...
October 24th, 2012
There’s a lot of talk in management circles, including in the healthcare industry, holding employees accountable for certain service behaviors to ensure that they happen consistently—that they simply become so engrained that employees exhibit these behaviors or perform these tasks ...
September 11th, 2012
“We are what we repeatedly do. Excellence, then, is not an act but a habit.”
That’s a quote from Aristotle, a Greek philosopher who lived from 384 – 322 BC, but it is as relevant today as it was thousands of ...
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 ...