Written By: Kristin Baird, RN, BSN, MHAHaving constructive conversations with employees is a common occurrence in the lives of managers. Unfortunately, even the most experienced and skilled manager is likely to, on occasion, be faced with an employee who is ...
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 ...
Written By: Kristin Baird, MHA, BSN, RN A new year always seems to generate a new sense of energy in all of us. As we start a new calendar, we’re somehow heartened, inspired and motivated to make big changes and achieve ...
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 ...
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 ...
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 ...
Written By: Kristin Baird, MHA, BSN, RN Picture this. You’re a patient in a hospital and you’ve dropped your reading glasses on the floor. You can’t get out of bed. You’re not in dire straits, but you’re bored—you can’t read without ...
What is the patient experience? It is, in the most literal sense, every interaction—every, single interaction—that a patient has with a health system and all of its many moving parts during an encounter. The Beryl Institute defines it as: the sum ...
“Teaching to the test” is a phrase used in education to refer to the common practice among many educators who tailor their instructions to focus on what students will find on the many standardized tests they’re required to take. It’s ...
It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come from within their own healthcare organizations, often from clinical ...
