When it comes to the patient experience most healthcare organizations want to jump to tactics. They may give someone one tactic or a series of tactics to work on, but they stop there. Then they wonder why they don’t have ...
How many patients (or other customers) do you see in a day? Ten? Twenty? More? On the other hand, how many medical encounters do patients have? If they’re a typical patient probably no more than three—in a year! And during each ...
The difference between mediocre organizations and top performers are not the goals they set, but rather the accountability for achieving goals. As we work with organizations to help them improve the patient experience, we find that lack of accountability is ...
For healthcare organizations, it is all about the patient experience. Unfortunately, managing that experience can, as we all know, be extremely challenging. There are so many situations that can make an impact—positive or negative—on our patients, their family members, and other visitors. ...
It’s the start of a new year, and that gets all of us thinking about goals—or, as we call them in the New Year, resolutions. For healthcare leaders, it’s a great time to be thinking about 2013 resolutions for improving ...
“It’s not fair!” “It’s not my fault!” Many parents are all too familiar with these kinds of comments. Unfortunately, so are many managers! As we work with healthcare organizations around the country and conduct culture assessments, one common issue we encounter is ...
There’s a lot of talk in management circles, including in the healthcare industry, holding employees accountable for certain service behaviors to ensure that they happen consistently—that they simply become so engrained that employees exhibit these behaviors or perform these tasks ...
Shaping the patient experience is a big part of what we do at Baird Group, and our recent partnership with BerylHealth puts us even more firmly into this space as we work together to provide sustainable solutions for hospitals and ...
Check out any hospital’s marketing messages and you’re likely to see statements like these: “We put patients first”“Committed to delivering high-quality care every time”“We’re here for you” Sound familiar? While these don’t reflect any real statements that we know of, they do ...
Effective communication is absolutely critical to a positive, loyalty-building patient experience. And when the patient experience is great, your HCAHPS scores are likely to follow. But remember, the patient experience is really about more than getting great scores—it’s about delivering ...
