Archive: Articles - Coaching

Reflections from the Field: “I Know It When I See It”

Written By: Angela Fieler, MPA, CMQ/OE  Here at the Baird Group, one of our “drum beat” messages is that the culture of an organization ultimately defines the patient experience.  We reinforce that message by coaching leaders to create a culture that supports ...

5+ Unintended Messages You May be Sending to Your Patients

Written By: by Kristin Baird, RN, BSN, MHA Each day you engage in multiple interactions with patients, visitors and colleagues. Those interactions don’t always go as planned. While you may think the message you intended to send is the message the patient received, ...

Why You Don’t Want Satisfied People on Your Payroll

Written By: by Kristin Baird, RN, BSN, MHA Popular wisdom leads us to believe that having satisfied employees is a good thing—even a great thing. That philosophy, though, really misses the mark. If you’re only focused on satisfied employees, you’re at ...

Communication

Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant I’ve been working in healthcare for a long time – 78% of my life, to be exact.And it seems, no matter what level of the organization I was working in orworking with, ...

Culture is King: But Only if You Do These Three Things

Written By: by Kristin Baird, RN, BSN, MHA The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t many who feel that the culture ...

3 Steps for Engaging Physicians in the Patient Experience

Written By: Kristin Baird, MHA, BSN, RN Face it. Physicians can be intimidating. Patient Experience Professionals (PXPs), though, can’t afford to let intimidation keep them from providing the coaching and counseling needed to enhance the patient experience. Yes, physicians can sometimes ...

It’s Everybody’s Job: Coaching the Coaches

Written By: Kristin Baird, MHA, BSN, RN Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is the kind of coach that leads ...

3 Powerful Words for the Patient Experience Professionals

There are ample changes impacting the healthcare industry these days, but one thing remains constant: the need to provide exceptional patient experiences. In fact, that need is stronger than ever before, in this environment, as hospitals struggle to control costs ...

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