May 23rd, 2023
In healthcare, exceptional customer service is a top priority. However, even the most well-intentioned organizations may stumble and deliver a subpar patient experience. The true measure of a company's commitment to customer satisfaction lies in its ability to recover from ...
April 25th, 2023
Healthcare customer service is a critical component of delivering quality patient care. Patients and their families expect to be treated with kindness, empathy, and respect. Their experiences with healthcare providers can significantly impact their overall satisfaction with the care they ...
March 15th, 2022
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 ...
July 21st, 2021
Don’t Count Me Out – How Family Members Can Help Improve Patient Experience and Outcome
By Angela Fieler
Sitting by my mom’s hospital bedside recently, I was struck by the impact COVID has had on patient-family-caregiver relationships. The healthcare team never stopped ...
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 ...
February 13th, 2020
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 ...
December 17th, 2019
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 ...
November 12th, 2019
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 ...