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 ...
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 ...
Physicians clearly have a marked impact on the patient experience. While the vast majority of physicians are highly committed to making the experience an exceptional one, like all of us, they may be unaware of the little things they do—or ...
Years ago, Ken Blanchard popularized the notion of “catching employees doing something right” in his popular book The One-Minute Manager. Blanchard was on to something. Although he brought the concept to light back in 1982, almost thirty years later we ...
In healthcare, it's important for all of us to make sure our internal filters are in good condition lest we utter any number of hair-raising statements that will make our customers abandon us. Sometimes employees make these statements innocently enough, ...
Whether you're a coach, a supervisor, or a co-worker, you've most likely felt the queasy stomach and uncertainty that come from facing the need to initiate a crucial conversation. Whatever the nature of the exchange, crucial conversations are typically characterized ...
