Healthcare leaders want to see consistency. After all, that is the essence of a high reliability organization. It is important to hold everyone accountable for certain service behaviors to ensure that they happen consistently. The goal is that, with repetition, ...
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant If you read this newsletter regularly, you no doubt know that the Baird Group works tirelessly with organizations in not just defining a culture of service excellence, but in taking definitive steps to ...
Written By: Kristin Baird, RN, BSN, MHA It’s been well documented that there is a strong correlation between employee engagement and patient satisfaction. That’s why it is essential for leaders at all levels to remain vigilant about engagement. Even minor downward ...
Written By: Kristin Baird, RN, BSN, MHA Everybody loves a great story. For healthcare professionals that’s a great thing because, within the walls of our organizations, every day, there are dozens, even hundreds, of stories taking shape. If only we could ...
Written By: Kristin Baird, RN, BSN, MHA There’s no argument that members of helping professions—like healthcare—are particularly prone to burnout. We read and hear a lot about burnout among physicians and nurses; the problem is real. But, what’s equally real is ...
Written By: Kristin Baird, RN, BSN, MHA There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the challenge: There are (at least) three key players who have the potential to either ...
Written By: Kristin Baird, RN, BSN, MHA Imagine a workplace where employees, supervisors, managers, senior leaders, physicians and other clinicians all felt comfortable giving and receiving feedback from each other. Think of the opportunities for improvement that could emerge. Think of ...
Written By: Kristin Baird, RN, BSN, MHA Healthcare organizations and their staff members—both clinical and allied health—are going through a wide range of changes these days, both internally and externally. Growing patient expectations, increasing competition, reimbursement based on quality and satisfaction ...
Written By: Kristin Baird, RN, BSN, MHA Setting patient experience improvement goals is easy. Achieving them, however takes perseverance. Healthcare delivery is complex and there is no shortage of competing priorities for your time, attention and other resources. Delivering a consistently ...
Written By: Kristin Baird, RN, BSN, MHA Employee engagement is top-of-mind in the healthcare industry these days with a confluence of factors impacting the industry—from consumerism, value-based care, mergers and acquisitions and the growth of telehealth, to an aging workforce that ...
