Archive: Accountability

Accountability Can’t Be Optional

Posted by Kristin Baird I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my book, Customer Service in Healthcare (2000, Jossey Bass). It ...

Excuse Du Jour

Posted by Kristin Baird Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses without even realizing that it’s happening. I frequently witness healthcare leaders engaging in ...