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Posted by Kristin Baird

This morning I had a discussion with one of my clients about accountability. Like many leaders, she finds that holding others accountable is one of the most difficult …

Date posted: August 15, 2019 | Author: | Comments Off on Coaching or Training?

Categories: Coaching News


I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based …

Date posted: August 13, 2019 | Author: | Comments Off on Service Heroes are Often Quiet

Categories: Patient Experience


August 1st marked the second anniversary of the day we brought my sister home to die. Having been in the hospital for 22 months with complications from post-operative wound separation and subsequent …

Date posted: August 8, 2019 | Author: | Comments Off on The Best and Worst of Healthcare

Categories: Patient Experience


Posted by Kristin Baird

Employee engagement is at the core of any company’s performance. But in healthcare, where the patient experience drives loyalty, trust, and even reimbursement, engagement …

Date posted: August 6, 2019 | Author: | Comments Off on How NOT to Talk to a Disengaged Employee

Categories: Coaching News


Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant

Book by David Horsager

Trust has been on my mind lately.  I’ve heard the word a lot at healthcare facilities I’ve visited.  Trust is one …

Date posted: July 16, 2019 | Author: | Comments Off on Good Read: The Trust Edge

Categories: Book Reviews


Posted by Kristin Baird

It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient …

Date posted: July 9, 2019 | Author: | Comments Off on Training that Sticks is More than a One-time Event

Categories: Uncategorized


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