Archive: Patient Centered

One Question Improves Your Patient Experience

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 ...

Blind Spots Can Fuel Bias in Healthcare

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 ...

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 ...

A Tale of Two Experiences

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 ...

Balance the Tasks with Caring Behaviors

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 ...

Patient Experience Isn’t a Program

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 ...

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