Posted by Kristin Baird If only a culture change could be set as an appointment on a calendar. You can plan out what the culture will be and announce when it would take place. Done. In truth, culture changes take time. Cultures ...
Posted by Kristin Baird Leaders who want to build a culture of trust will get further, faster through transparency. Over the years, I have witnessed countless leaders struggling with lack of trust in their organizations. The ones who overcome trust issues are ...
Posted by Kristin Baird In all the years that I have been consulting on culture and patient experience, I’ve only come across two organizations that didn’t have stated values. In both cases, the CEOs felt they were “fluff”. No wonder they ...
Posted by Kristin Baird Everyone has some baggage. For some, it’s as small as a sandwich bag, but for others, baggage is as weighty as a full moving van. What we choose to carry is fully up to us. When it ...
Posted by Kristin Baird HCAHPS has leveled the playing field when it comes to measuring patient satisfaction. But with the publicly reported scores has come a nearly obsessive focus on the numbers. I must admit that I get impatient with healthcare ...
Posted by Kristin Baird I was working with a long term care facility a little while ago that had horrendous turnover of nurses and aids – over 50% annually. Drilling down to learn more about turnover, I asked several questions about ...
Posted by Kristin Baird Language is an important part of culture, and leaders are vital in creating a common language. The problem is that people are often unaware of the communication habits, such as BMW, that prevail. A few months ago I was spending time ...
Posted by Kristin Baird We’re understaffed – 3 words that shake patient confidence I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being understaffed, however is a daily occurrence in hospitals and medical practices ...
Posted by Kristin Baird Here’s one thing I know for certain about improving the culture and the patient experience – thinking and planning are not the same as taking action. I’ve seen many healthcare leaders confuse the two and then wonder ...
Posted by Kristin Baird Over the years there have been numerous articles about the importance of storytelling in shaping organizational culture. When I talk with healthcare leaders about storytelling, I’m often met with looks that say, “Yea, yea, tell me something ...
