Why You Need to Engage Families for Higher Quality Safety and Service Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Written By: Kristin Baird, RN, BSN, MHA Every day physicians, nurses and other providers engage in multiple interactions with patients, family members and other staff members. Those interactions have a significant impact on the relationships between providers and those they encounter. ...
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 ...
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, ...
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 ...
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, ...
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 ...
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 ...
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 ...
