It can be done
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 ...
Archive: Patient Experience
This is what ownership looks like!
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 ...
“I don’t have time” and other myths in leadership
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 ...
Proud to be Average?
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 ...
Service Heroes are Often Quiet
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 ...
The Best and Worst of Healthcare
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 ...
Lessons on Service Recovery From an Irate Customer
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 ...
Watch the Hassle-Factor in Patient Experience
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 – ...
Patient-Centered? Look More Closely.
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 ...
The Secret to Service Recovery
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 ...
