Most clients I have worked with say they are striving to be customer-committed. And yet, whether you look at CAHPS scores or the American Customer Satisfaction Index, customers aren’t feeling the love. I’ve had some clients say that they’ve had ...
When people talk about great communication skills, they most often refer to how one speaks or writes. But listening is by far the most important communication skill and is often underrated. There is an art to being a good listener, ...
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 ...
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 ...
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 ...
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 ...
Written By: Angela Fieler, MPA, CMQ/OE In her book, “Raising the Bar on Service Excellence,” author and Baird Group founder Kristin Baird writes of the importance of having a sense of purpose in achieving service excellence. She discusses not only the ...
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! ...
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 ...
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 ...
