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Posted by Kristin Baird

It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors.

We have been …

Date posted: October 10, 2019 | Author: | Comments Off on Example spreads like flesh-eating bacteria

Categories: Accountability News


Posted by Kristin Baird

It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head …

Date posted: October 8, 2019 | Author: | Comments Off on Training Alone Won’t Fix a Dysfunctional Culture

Categories: Training


Posted by Kristin Baird

One thing I love about our Coaching for Engagement and Improved Performance workshop is seeing attendees reach those “Aha!” moments when they start to see their challenges …

Date posted: October 1, 2019 | Author: | Comments Off on Keep Calm and Get Real

Categories: Coaching News


Posted by Angela Fieler

Newsflash!  Compassion fatigue is real.  I’m not sure I believed that until today.  Today, I wanted to strangle someone who I love dearly.  I was the living, breathing …

Date posted: September 24, 2019 | Author: | Comments Off on Compassion Fatigue is Real

Categories: Employee Engagement Employee Relations


Posted by Kristin Baird

Hospital boards of directors play a crucial role in setting overall strategy for the hospitals they serve. And, because hospitals are vital community resources, serving on …

Date posted: September 17, 2019 | Author: | Comments Off on Keeping the Board in the Loop on Patient Experience

Categories: Leadership Managing


Posted by Kristin Baird

Over the years, I’ve tried to stay in touch with my college friends. Of course, it isn’t always easy when juggling nursing careers, family, and further education. 

This …

Date posted: September 5, 2019 | Author: | Comments Off on People are Quitting Your Culture

Categories: Culture Organization Building Blocks


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 …

Date posted: August 29, 2019 | Author: | Comments Off on Proud to be Average?

Categories: HCAHPS Patient Experience Patient Satisfaction


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