August 29th, 2019
Posted by Kristin Baird
Yesterday I was at a stoplight behind a car with bumper stickers that said, “Proud parent of an honor student.” We love to celebrate success, don’t we? You won’t see bumper stickers boasting about a student getting ...
August 13th, 2019
I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based on their values, not to get applause. They quietly go ...
August 8th, 2019
August 1st marked the second anniversary of the day we brought my sister home to die. Having been in the hospital for 22 months with complications from post-operative wound separation and subsequent sepsis, she experienced both the best and worst ...
July 30th, 2019
Posted by Kristin Baird
We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in the waiting room. But then ...
July 4th, 2019
Posted by Kristin Baird
When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other communication tools than any time in history – ...
July 2nd, 2019
Posted by Kristin Baird
You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly patient-centered. One of the best examples of this is when clinics schedule appointments ...
May 30th, 2019
Posted by Kristin Baird
https://youtu.be/BRx3w4Ov9X4
Try as we might, there are times things go wrong and we disappoint our patients and other customers. There is plenty of data out there about the importance of healthcare service recovery, yet, very few healthcare organizations ...
May 14th, 2019
Last week was Nurses Week. It thrilled me to see everything from billboards to news articles, balloons and other fanfare celebrating this great profession of ours. I didn’t want to blog about Nurses Week. I felt my words would be ...
May 7th, 2019
There are millions of things healthcare providers can learn from lab values and imaging results. But it’s important to remember that those are indicators of the physical condition and not a whole person’s condition. A blood panel won’t confirm that ...
April 30th, 2019
Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted patient focus groups in three unique markets to ...