July 19th, 2021
Why You Need to Engage Families for Higher Quality Safety and Service
Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
July 15th, 2021
Create a Well Founded Service Recovery Culture - 3 Essentials for Success
Written By: Kristin Baird, RN, BSN, MHA
It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
July 13th, 2021
Written By: Kristin Baird, RN, BSN, MHA
Service missteps are inevitable, but disgruntled patients are not. No matter how hard you try, no matter how many processes you put into place, there will be times when you disappoint your customers, but ...
March 9th, 2021
I have a friend who is one of the most gifted people I know. To my knowledge, he has found a way to succeed in everything he takes on, despite challenges he faced along the way. I don’t mean to ...
February 25th, 2021
I recently spoke with a CEO, who was venting his frustration over their poor patient satisfaction scores. He gave me a whole list of best practices they had tried, but didn’t stick. Hearing this once or twice a week in ...
January 8th, 2021
The COVID vaccine has dominated the news for weeks as we celebrate frontline workers receiving the long-awaited injections, to protect them.
As a former public health nurse, I am a staunch believer in vaccines. They protect us against nasty viruses that ...
July 21st, 2020
I ran across a post on LinkedIn a few days ago that really caught my attention. There was a photo of a sign at the employee entrance at Indiana University Health. It set the expectations for attitude. It said:
Please take ...
April 16th, 2020
Posted by Kristin Baird
That is a question weighing on everyone’s minds today. As more and more news reports tell us there will be no “getting back to normal”. We must ask; what is the new normal? Good question, but no ...
November 21st, 2019
Posted by Kristin Baird
We help organizations maneuver culture change. And the difference between the ones who succeed and those who struggle comes down to a couple of significant factors. For one thing, the most successful organizations realize that culture change ...
November 14th, 2019
Posted by Kristin Baird
This question must be answered when leading an organization through culture change. Yet, many leaders don’t take the time to clearly articulate the vision for the culture of the future. This results in wasted time and energy, ...