Archive: Articles - Service Excellence

Patient Experience in the Age of COVID-19

Written By: Kristin Baird, RN, BSN, MHA The term “patient and family-centered care” has taken on new meaning in the throes of the COVID-19 pandemic. Most of what we, in healthcare, have held up as patient experience standards have taken a ...

Making Training Stick – Baird’s 4-Step Model

Written By: Kristin Baird, RN, BSN, MHA In 2018, U.S. companies spent $87.6 billion on training, according to an annual survey conducted by Training magazine. Despite the fact that this represents a 6.4 percent decline from the previous year, it’s still a ...

3 Keys to Maximize Volunteer Impact on the Patient Experience

Written By: Kristin Baird, RN, BSN, MHA  Volunteers are a mainstay in most healthcare organizations, dedicating millions of hours of service each year through their efforts. Whether they’re at registration desks, in the gift shop, transporting patients from one setting to ...

3 Signs That Your Service Recovery Strategy Needs an Overhaul

Written By: Kristin Baird, RN, BSN, MHA Baird Group has been working with healthcare organizations on customer service improvement since 1991 – over the years, as we’ve worked with healthcare organizations and healthcare leaders around the country, we’ve become pretty adept ...

Don’t Lose Them at “Hello”!

Written By: Kristin Baird, RN, BSN, MHA  It takes only about 8 seconds to make a first impression when talking with someone face-to-face, but data shows that it is anywhere between 1/40th of a second to 5 seconds when on the phone! ...

Service Excellence: The Power of (Every) One!

Written By: Kristin Baird, RN, BSN, MHA It’s not uncommon for me to be on site talking with healthcare leaders about culture and the challenges they have with creating and sustaining a positive patient experience culture. During these conversations, at least ...

It’s Not a Holiday for Everyone

Written By: Kristin Baird, MHA, BSN, RN  In healthcare environments, there’s a bit of a yin and yang to the holiday experience. Staff, and even clinicians can be particularly jovial this time of year, which is generally a good thing, but ...

Four Secrets to Making Service Training Stick

Written By: Kristin Baird, MHA, BSN, RN Providing an exceptional patient experience is at the top of most healthcare leaders’ “to do” list these days and for many good reasons. First, caring for patients is what drew most of us into ...

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