Culture Catalyst Blog & Articles

Aligning Promises with Patient Experience: Minding the gap

Check out any hospital’s marketing messages and you’re likely to see statements like these: “We put patients first”“Committed to delivering high-quality care every time”“We’re here for you” Sound familiar? While these don’t reflect any real statements that we know of, they do ...

Improve Your HCAHPS Scores with GREAT Communication

Effective communication is absolutely critical to a positive, loyalty-building patient experience. And when the patient experience is great, your HCAHPS scores are likely to follow. But remember, the patient experience is really about more than getting great scores—it’s about delivering ...

Five Ways to Thank Your Employees

This month of Thanksgiving is a time when many of us reflect on our many blessings. One thing that often isn't top-of-mind on our list of things to be thankful for, though, is our employees. And that's unfortunate. In fact, ...

Two Critical Steps toward Exceptional Patient Experiences

The central focus for virtually all healthcare organizations is (or should be) the patient. Healthcare leaders know that if they can improve the patient experience, they can improve clinical outcomes and bottom line results, but healthcare organizations often struggle with ...

Trust is a Fragile Thing

Recently, I intercepted what could have been a travel disaster for me as I saw an airline attendant about to put the wrong shipping tag on my luggage. Fortunately, I was able to alert the attendant and make sure the ...

Baffled about HCAHPS Scores?

Your hospital’s reputation depends not only on what your patients say about their experiences, but also what their family members or visitors have to say. After all, they see and hear things that shape their opinions. To help our hospital clients ...

She Said WHAT!?

You never get a second chance to make a first impression, and this is especially true with phone encounters. So, making a great first impression on the phone is essential to any business, particularly in healthcare when trust is so ...

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