Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome By Angela Fieler Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
Create a Well Founded Service Recovery Culture - 3 Essentials for Success Written By: Kristin Baird, RN, BSN, MHA It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
Written By: Kristin Baird, RN, BSN, MHA Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
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 ...
