Archive: Articles - Tools You Can Use

What About The Doctors?

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 ...

3 Key Steps for Jump Starting the Patient Experience in 2018

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 ...

Coaching for Engagement: 3 Keys to Success

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 ...

Listen Up! 5 Tips for Boosting Your Listening Skills

Written By: Kristin Baird, RN, BSN, MHA  A great patient experience is one where the patient feels that they have been heard—and understood. The same is true about a great employee experience. When employees feel heard, and understood, by their peers ...

6 Steps for Improving Employee Engagement

Written By: Kristin Baird, RN, BSN, MHA There is no doubt that employee and patient engagement are inextricably linked. That’s just common sense. After all, if employees are engaged they will be motivated and driven to fulfill the mission of the ...

PXPs – Staying the Course When Things Get Tough

Written By: Kristin Baird, MHA, BSN, RN Over the past few years, there’s been a new role emerging in healthcare—the Patient Experience Professional, or PXP. It’s an important, but not an easy, role. Face it. There is a wide range of ...

Building Habits that Make a Difference

“We are what we repeatedly do. Excellence, then, is not an act but a habit.” That’s a quote from Aristotle, a Greek philosopher who lived from 384 – 322 BC, but it is as relevant today as it was thousands of ...

All about Intercept Interviews

1. Define Your ObjectiveIdentify one or two service issues you would like to learn more about. Priority areas can be related to feedback you received from surveys as well as complaints or comments that you received personally. Survey data or comments ...

10 Tips for Giving and Receiving Feedback Effectively

Last month we talked about “on-the-spot” coaching and the importance of connecting with employees in real-time to give them feedback. This month I want to get more specific about how to give—and receive—effective feedback. Multiple studies have shown, and I’m sure ...

3 Connections That Spread the Cure for UVT

1. Share a Common FoundationWhen you hear employees (or yourself) begin to use UVT language, such as “They won’t let me do this,” or “They cut our funding for that,” it’s time to step back and figure out what you ...