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 ...
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 ...
Hurry Up and Change this 100 Year-Old Hospital There’s a new role emerging in hospitals and health systems around the country: the Patient Experience Professional (PXP). That title varies from organization to organization and may be classified as a manager, coordinator, ...
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the customer experience—things like: Addressing patients by their preferred nameOffering hospitality to waiting visitorsMaking eye contact and greeting patients and visitors in hallways and ...
Jim Collins is credited with the inspirational quote “good is the enemy of great.” What this statement means is that, for many organizations, they’ve unwittingly slipped into a mindset where good is good enough. They’re doing “just fine” and, therefore, ...
“If you don’t know where you’re going, any road will get you there,” is an often-repeated quote from Lewis Carroll’s Alice in Wonderland. Paraphrased, it simply means that without goals and a plan, you could end up wandering aimlessly. It ...
