Archive: Articles - Coaching

Culture is Evident at Every Touch Point

Culture is Evident at Every Touch Point   A few years ago, I was coaching a hospital CEO who said, “I know culture is important but honestly I hate talking about it. Culture is an ethereal term. Nobody really can really lay ...

Feedback Isn’t Positive or Negative

Feedback Isn’t Positive or Negative   Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period. The dictionary defines feedback as: information ...

Effective Feedback is a Two-Way Street

Effective Feedback is a Two-Way Street   Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that you be able to do both well.   Training, preparation, and ...

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, ...

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