July 29th, 2021
Feedback Isn’t Positive or Negative
Have you ever noticed that people tend to preface the word feedback with a qualifier such as positive or negative? The truth is feedback isn’t positive or negative. It’s feedback. Period.
The dictionary defines feedback as: information ...
July 27th, 2021
Effective Feedback is a Two-Way Street
Over the course of my career, I’ve been on both the sending and receiving sides of feedback. I’ve come to know that continuous improvement requires that you be able to do both well.
Training, preparation, and ...
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 31st, 2021
A few weeks ago I was talking with some hospital executives about their patient experience goals. They wanted great HCAHPS scores and were looking for the secret sauce. During our discussion, I noticed that they were making and supporting excuses ...
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 ...