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 was recently looking for a new doctor and went to a health system’s website to find one I might want to connect with. I found one, and reached out through the site’s online scheduling option to set up an ...
Wait time has been a measure in patient experience for years. And, for decades, we measured the number of minutes spent in the waiting room beyond the scheduled appointment time. What we learned is that it isn’t always about the number of minutes, but about the ...
Yesterday, I was doing physician communication training with a large group of doctors. To give context, I showed them their current patient experience scores focused on physician communication. One of the attendees raised his hand and said, “There has never been any ...
So much has changed in healthcare over the past three years. What hasn’t changed? Patients’ expectations. Patients still want to be seen promptly, have their concerns heard, receive accurate diagnoses, and be treated with respect, dignity, and compassion. Despite the ...
Why You Need to Engage Families for Higher Quality Safety and Service Over the past year, family members were banned from hospitals and restricted during clinic visits. During that time, staff and providers became accustomed to focusing mainly on the patient, ...
Posted by Kristin Baird Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years. Patients articulate evidence of satisfaction when, during rounds, they tell you everything is fine. Hearing the 4-letter F word (fine) tells leaders that things are ...
Posted by Kristin Baird With more than two decades working in the patient experience arena, I’m still amazed at how many healthcare leaders are still chasing patient satisfaction scores without looking for the underlying cause. Let me compare this approach to a ...
Posted by Kristin Baird Yesterday I was at a stoplight behind a car with bumper stickers that said, “Proud parent of an honor student.” We love to celebrate success, don’t we? You won’t see bumper stickers boasting about a student getting ...
Posted by Kristin Baird https://youtu.be/BRx3w4Ov9X4 Try as we might, there are times things go wrong and we disappoint our patients and other customers. There is plenty of data out there about the importance of healthcare service recovery, yet, very few healthcare organizations ...
