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 ...
“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 ...
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 ...
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, ...
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 ...
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 ...
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 ...
The Baird team is frequently asked to consult with hospitals and systems that want to improve their HCAHPS scores. The first thing we evaluate is whether or not the focus is on the scores or the experience behind the scores. ...
Rounding is nothing new in healthcare. It’s as old as some medical facilities themselves and also was a tactic used by Florence Nightingale as she went from one soldier to the next to provide care during the Crimean War! Rounding ...
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 ...
Submit your information below to start receiving our Baird Group articles.
