A few days ago, I was talking to a friend about her recent, emergent, hospital stay. She described it as, “A nightmare.” Always the researcher, I had to dig a bit to learn more. What contributed to “Lauren’s” nightmare boiled ...
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 ...
Posted by Kristin Baird I am no stranger to travel. In fact, with my consulting business, I easily travel 150 days per year or more. During my many sojourns, I have experienced lost reservations, flight delays that cause me to miss ...
Posted by Kristin Baird https://youtu.be/BRx3w4Ov9X4 Service recovery is an essential in improving the patient experience. When people think of service recovery, it’s common to immediately recall the most difficult situations. For example, the caller who yelled profanities about his bill, the family ...
Posted by Kristin Baird It’s human nature to run from danger. When you are trained as a paramedic, firefighter, police officer you are taught to run toward the danger. They know that their role is to identify the problem and take ...
Posted by Kristin Baird For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...
