Posted by Kristin Baird Expanding Metrics Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of effort going into implementing best practices, but when it comes to measuring ...
Anyone who is a truly passionate patient experience advocate must challenge the status quo about anything and everything that doesn’t serve the patient. If you don’t speak up, you are part of the problem. Over the past several months I’ve undergone ...
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 It’s pretty common for me to get calls from healthcare leaders who are struggling with physician HCAHPS scores. It’s also common for me to learn that there are little or no consequences for physicians who have poor patient satisfaction scores. They ...
How are you inviting patient engagement? Patient engagement is a priority for many organizations. It seems that everywhere I look there is another piece of technology being release along with claims that it increases patient engagement. If you ask me, I ...
We all judge our experiences differently. What is most important to me, may not be at the top of someone else’s list. And vice versa – what someone else sees as most important may not matter at all to me. ...
Posted by Kristin Baird Working in healthcare takes an immense amount of technical skills especially when you work in direct patient care. After all, if you screw up an important technical task, you could hurt, or even kill someone. But it ...
We’ve all heard the saying, “You never get a second chance to make a good first impression.” While there is truth in that statement, let’s not forget the importance of the last impression. It’s the last impression that can put ...
There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter period of time. In addition ...
