Are your phone skills making or breaking relationships before they even start? It takes about 8 seconds to make a first impression when talking with someone face-to-face, but statistics show that it only takes 4 to 5 seconds when on ...
Every organization needs policies and procedures to ensure high-quality, safe care. Yet, policies can get in the way of being reasonable if we aren’t careful. When to follow, and when not to follow, policies can be difficult, especially when trying ...
It can be tough to measure emotion. We send out patient surveys and comb the data for clues as to what we can do to improve our care, but at the end of the day, it’s not just the logistics ...
Stories are the backbone of culture. And like culture, they must be orchestrated by design to be most impactful. Quantitative data is essential in moving organizations toward specific goals. You must be able to measure your starting point, milestones, and the ...
This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than mask wearing and tripling my hand sanitizing and surface ...
Posted by Kristin Baird Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff. Conducted appropriately, mystery shopping is a valuable method for improving quality, including identifying weaknesses and strengths and, ultimately, pointing out your organization’s star performers and best practices. ...
Posted by Kristin Baird On Tuesday of this week, The New York Times ran an article about medical mystery shopping which was a great way to get more healthcare leaders to consider this type of research to improve the patient experience. ...
Posted by Kristin Baird After touring hundreds of hospitals and healthcare facilities in the course of my career, I am still amazed at the number of handmade signs taped on doors, windows, and walls. My collection of photographs range from comical ...
Posted by Kristin Baird Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet paper on your shoe, you ...
Posted by Kristin Baird The TV commercials look great. The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. What is happening? Chances are good that you ...
