Archive: Articles - Patient Experience

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 ...

Tinker Bell Doesn’t Work Here

Written By: Angela Fieler, MPA, CMQ/OE  It is rare that I work with an organization that, at one point or another in our engagement, doesn’t ask for some kind of training. I can usually judge a healthcare organization’s commitment to creating ...

Reflections from the Field: From Silos to Synergy

Written By: Janet Schulz, SVP Consulting Division Readers of this newsletter know that at Baird Group, our passion is to support our clients in transforming culture and improving the patient experience. As we work with our clients to assess their cultures, a ...

Tactic Overload

Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant Patient satisfaction, and the patient experience have been in the spotlight for severalyears now, resulting in the emergence of a new profession. In 2016, the PatientExperience Institute (PXI) certified its first group ...

HCAHPS and the Used Car Salesman

Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end of the session, our tutor ...