March 21st, 2023
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 ...
July 19th, 2021
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, ...
January 16th, 2020
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 ...
January 9th, 2020
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 ...
August 29th, 2019
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 ...
May 30th, 2019
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 ...
November 27th, 2018
Posted by Kristin Baird
The term quality assurance or QA has been around since the start of the Industrial Revolution. Simply put – it is a process or system for monitoring products or services to ensure that they meet the standard.
Patient ...
June 21st, 2018
Posted by Kristin Baird
Expanding Metrics
Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of effort going into implementing best practices, but when it comes to measuring ...
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 ...