By Angela Fieler AIDET® is an effective communication framework Studer Group introduced to the healthcare industry about 15 years ago. Many organizations use AIDET training for patient experience consistency. I visit a lot of healthcare organizations where the leaders say AIDET® is ...
Just because you offer training doesn’t mean the lessons are implemented immediately and consistently from that day forward which is why AIDET audits are pivotal to consistent performance. AIDET is an effective communication technique adopted by thousands of healthcare organizations. The acronym ...
For more than two decades I’ve conducted focus groups with healthcare employees to understand their beliefs and attitudes toward customer service. When I ask participants to give examples of exceptional service, you may expect to hear about Disney and Ritz ...
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
Several months ago, we did a full day workshop with a team of healthcare leaders on “Creating an Engaged Workforce”. It’s always inspiring for me to be able to work with leaders at the front line. This is where real ...
Moods are contagious. If you’ve ever been dragged into someone’s drama in the workplace, you know how damaging it can be to staff morale. One person gossiping or finding fault in others sends a ripple through the team. So it’s ...
Patients gain confidence when healthcare organizations deliver on their promises. This starts with the first impression, and appointment access. But the minute you let down the consumer with misleading information, you lose credibility. This happens frequently when providers taut that ...
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 ...
Posted by Kristin Baird Wait time in healthcare settings matter on two important fronts. One is the wait time to get an appointment, and the other is the wait time in the waiting room. Last year, we did tens of thousands of ...
Posted by Kristin Baird When it comes to setting the course for transforming culture, you won’t get far until you know where you’re going. What’s your vision for the culture of the future? Can you describe it? How do people behave ...
