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Posted by Kristin Baird

These three words are the simplest, most recognizable instructions in the world. The standard for shampoo and conditioner, applies to other areas of life. Take front line …

Date posted: May 28, 2019 | Author: | Comments Off on Lather. Rinse. Repeat.

Categories: Coaching


Posted by Kristin Baird

Whenever we do patient experience skills training with physicians, inevitably one of them will say, “I learned this in medical school. Tell me something I don’t …

Date posted: May 23, 2019 | Author: | Comments Off on Knowing or Doing?

Categories: Employee Engagement Employee Relations


Last week was Nurses Week. It thrilled me to see everything from billboards to news articles, balloons and other fanfare celebrating this great profession of ours. I didn’t want to blog about Nurses …

Date posted: May 14, 2019 | Author: | Comments Off on The Nurses’ Hands

Categories: Patient Experience


There are millions of things healthcare providers can learn from lab values and imaging results. But it’s important to remember that those are indicators of the physical condition and not a whole …

Date posted: May 7, 2019 | Author: | Comments Off on What the Lab Results Won’t Show You

Categories: Patient Experience


Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted …

Date posted: April 30, 2019 | Author: | Comments Off on What Patients Say About Their Portal Experience

Categories: Patient Experience


Posted by Angela Fieler

You know how the story starts: “It was the best of times, it was the worst of times…” How many people do or could use this opener to describe a recent healthcare …

Date posted: April 25, 2019 | Author: | Comments Off on A Tale of Two Experiences

Categories: Patient Centered Patient Experience


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