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Posted by Kristin Baird

Having an engaged workforce and loyal patients doesn’t happen by chance. And it won’t happen with just one smile-lesson-type class. You need to foster a culture of …

Date posted: February 12, 2019 | Author: | Comments Off on Feedback Improves Employee Engagement and Patient Experience

Categories: Communication


Written By: Kristin Baird, RN, BSN, MHA

 “Perfect is the enemy of good” is an aphorism that is widely attributed to Voltaire, but others have made similar points:

Confucius: “Better a diamond …

Date posted: February 12, 2019 | Author: | Comments Off on Is Perfectionism Hindering Your Progress?

Categories: Articles - Leadership


Posted by Kristin Baird

After touring hundreds of hospitals and healthcare facilities in the course of my career, I am still amazed at the number of handmade signs taped on doors, windows, and …

Date posted: February 7, 2019 | Author: | Comments Off on What your signs say about your company

Categories: Mystery Shopping


Posted by Kristin Baird

Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet …

Date posted: January 31, 2019 | Author: | Comments Off on What You Don’t Know Can Hurt You

Categories: Mystery Shopping


Posted by Kristin Baird

The TV commercials look great.  The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. …

Date posted: January 24, 2019 | Author: | Comments Off on Is Access Hurting Your Patient Experience?

Categories: Ethnography Mystery Shopping


Posted by Kristin Baird

We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of …

Date posted: January 17, 2019 | Author: | Comments Off on It’s Right in Front of You – Why You’re Missing Clues About Your Patient Experience

Categories: Medical Mystery Shopping Mystery Shopping


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