Archive: Articles - Patient Experience

Inconsistent, unreliable, and downright rude

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant I will admit that I have a touch of cabin fever.  I self-quarantined for two weeks after returning from Seattle, just after the first COVID-19 death was reported there.  Just as my self-imposed ...

Lessons from the field: How Committed Are You?

Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant We were working with a senior leadership team recently on culture change, discussing next steps.  The team leader stopped the discussion mid-sentence, turned to the group, and asked, “How committed are you to ...

Lessons from the field: Do you really understand?

Written By: Angela Fieler, MPA, CMQ/OE, ConsultantIn our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the barriers there are to demonstrating empathy. ...

Lessons from the Field: “You Get 500 Points!”

Written By: Angela Fieler, MPA, CMQ/OE, Consultant As a consultant, I spend a lot of time “in the field.”  Every time I’m with a client, I learn something new.  I try to share these lessons in any way I can.  I had a recent ...

Reflections From the Field: Who is the King and Who is the Pawn?

Written By: Angela Fieler I recently had two "eye-opening" experiences as a customer - one as a patient, the other not - that generated eerily similar feelings and reinforced Baird Group teaching and consulting practices regarding the patient experience.My first experience ...

Detecting, and Doing Something About, Culture Disconnects

Written By: Kristin Baird, MHA, BSN, RN The patient experience is a critical, and common, area of focus for healthcare organizations these days. Healthcare providers want to provide high quality, safe care for patients. Healthcare organizations want to be able to ...

Understanding Cultural Differences…and Similarities

Written By: Janet Schulz, Senior Vice PresidentIf you believe, as we do at Baird Group, that it is vital that patients and families feel heard and are treated as partners in their care, then understanding and honoring the needs of ...

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