Posted by Kristin Baird When my team and I are working with organizations, our ears prick up when we hear things like, “We had a patient experience program and it didn’t work.” Or, “We did a customer service program, but it ...
Last week I conducted several workshops with nurse leaders. One of the exercises we did helped them to evaluate their own positive and negative experiences as patients. As we listened and shared stores of the best and worst examples, one ...
Posted by Kristin Baird This time of year, you can hardly escape discussions and articles about New Year’s resolutions. While resolutions are good for defining aspirations, they are notorious for being broken and forgotten within a few weeks. Don’t get me ...
