There are certain industries where technology will never entirely replace the human element and person-to-person interactions. The healthcare industry is one such example. While technology has proven to be an important aid in many ways, there is just no replacement ...
I recently heard a fascinating statistic. According to research from NRC Health, when people feel they are treated as unique, they are 312% more likely to rate your organization as excellent. The question then is, how do we make every patient feel ...
Last week, I joined my daughter on a business trip to take care of her three children while she conducted a two-day workshop in Atlanta. What I didn't realize when we departed, is that the trip would turn into a ...
During a recent coach training, the participants and I had a lively discussion about how blind spots can fuel bias in healthcare. As part of their training, participants shadow hospitalists on inpatient units to assess interactions. They also give feedback ...
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 – ...
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 ...
Posted by Angela Fieler You know how the story starts: “It was the best of times, it was the worst of times…” How many people do or could use this opener to describe a recent healthcare experience? I had a ring-side ...
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 ...
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 ...
