What role does the telephone play in your organization’s ability to live the mission and build its brand? Well, despite the proliferation of new telecommunication technology, the truth is the telephone remains the most important tool to connect with your ...
What would your patients say about their experience at your organization? The Baird Group is always striving to help organizations understand the patient experience in ways that will engage the heart. So, in the middle of June, MedStar Health engaged ...
Have you ever had a terrible meal at a restaurant where you were served by a very friendly, courteous waiter or waitress? A bright smile simply doesn’t make up for cold or bad food, a long wait, an unkempt environment ...
Post-discharge calls have always been important for patient service and quality care. The need for this follow up, though, has been gaining attention recently due to a new direct connection between patient satisfaction results and CMS payments. HCAHPS scores are ...
You’ve just spent a few days in the hospital. While there, you felt well cared for and supported by staff. They were there to ease your mind and your pain. Then you were discharged. Now what? Even though you may ...
Face it. Dig beneath any organizational issue and you’re likely to find communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those people to effectively perform the work of the organization. This is particularly true ...
There are many leaders in healthcare environments, each with an opportunity to exert positive influence on those who follow them. If you’re in a position to guide and shape the behaviors of those around you, here are some specific things ...
Falling back on tried and true excuses may be the comfortable thing to do when faced with the hard truths that surveys sometimes expose, but that denial trap isn't helping you reach any of your patient satisfaction goals. I'm sure ...
From your patients’ perspective, quality healthcare is demonstrated in countless moments of truth throughout their interactions with your organization. All of those interactions add up to the big quality picture. Take a walk through your organization with this checklist to ...
Imagine walking into Nordstrom's or Macy's, expecting to enjoy a quality shopping experience. Instead, you find clothing crumpled on the ground, sticky fingerprints all over the display cabinets, and inattentive salespeople taking personal calls on their cell phones. You'd almost ...
