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 ...
Posted by Kristin Baird On any given day, a significant percentage of hospitalized patients are there as a result of unplanned admissions, creating psychological stress and uncertainty for both the patient and their family. Although this fact may seem obvious, it ...
Posted by Kristin Baird Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years. Patients articulate evidence of satisfaction when, during rounds, they tell you everything is fine. Hearing the 4-letter F word (fine) tells leaders that things are ...
Posted by Kristin Baird I recently got a call from a Chief Experience Officer (CXO) who said her CEO was in a frenzy because a board member had had a bad experience with one of their medical practices. The CXO stated their ...
Posted by Kristin Baird With more than two decades working in the patient experience arena, I’m still amazed at how many healthcare leaders are still chasing patient satisfaction scores without looking for the underlying cause. Let me compare this approach to a ...
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 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 ...
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 ...
Posted by Kristin Baird Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience. Ownership can’t be lip service. Ownership must be woven into the fabric of the culture and daily ...
Posted by Kristin Baird Leader rounding and coaching are two essentials of leadership that go hand in hand. If you aren’t rounding, you’re missing opportunities for on-the-spot coaching and recognition. If I had a dime for every time I have heard ...
