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 Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
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 ...
Written By: Kristin Baird, RN, BSN, MHA Empathy is what puts the care into healthcare. Without it, patients become just a number, just a case, just a disease. But empathy requires the absence of judgment and, unfortunately, human beings have a ...
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 ...
Written By: Kristin Baird, RN, BSN, MHA The CEO just walked into your office and says – “Get these scores up now!” What do you do? How do you react? The CEO and other senior leader priorities are your priorities. Pressure to improve trickles down ...
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. ...
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 ...
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 ...
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 ...
