Archive: Customer Service in Healthcare

How to Drive a Patient Away Without Even Trying

Posted by Kristin Baird I just found out that I have skin cancer, but honestly, that news isn’t as painful as trying to get a call back with my results.  Here’s how the ordeal played out. Golf has a lot of wonderful ...

Beware the Holiday Hospital

Posted by Kristin Baird Years ago, I heard a healthcare leader talk about the four hospitals within every hospital. He said that there was the daytime hospital, the nighttime hospital, the weekend hospital, and the holiday hospital. He went on to ...

It can be done

Posted by Kristin Baird When we talk about best practices in customer service, it’s not unusual to hear all the reasons it won’t work here, or it can’t be done. It can be done. I’ve seen it firsthand. Last week I had ...