May 17th, 2018
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 ...
May 8th, 2018
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 ...
April 26th, 2018
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 ...
April 24th, 2018
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. ...
April 10th, 2018
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 ...
March 27th, 2018
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 ...
March 12th, 2018
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 ...
March 1st, 2018
Posted by Kristin Baird
For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...
February 22nd, 2018
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk didn’t look up or greet the patient. ...
February 20th, 2018
This past week has been a difficult time as our entire nation grieves yet another school shooting. Putting aside any political views or finger pointing, I have to ask; are mental health services readily available and accessible enough?
Many health organizations ...