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 ...
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 ...
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 ...
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 ...
