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 ...
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 ...
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 ...
“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 ...
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 ...
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 ...
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 ...
1. Promise to Your StaffYou expect your frontline employees to embody your mission in every encounter, but do they know just how to accomplish that? More importantly, do they truly believe that the organization stands behind the mission? If you ...
