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 …
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Posted by Kristin Baird
We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in …
Posted by Kristin Baird
On Tuesday of this week, The New York Times ran an article about medical mystery shopping which was a great way to get more healthcare leaders to consider this type of …
Written By: Kristin Baird, RN, BSN, MHA
Trust is at the foundation of any relationship, and certainly at the foundation of the patient/provider relationship. But, for that relationship to be …
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 …
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 …
Posted by Kristin Baird
When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other …
Posted by Kristin Baird
You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly …
Posted by Kristin Baird
When it comes to service recovery, after active listening, an apology is the first step toward making things right. When patients and family members are unhappy, they want …
Written By: Kristin Baird, RN, BSN, MHA
In 2018, U.S. companies spent $87.6 billion on training, according to an annual survey conducted by Training magazine. Despite the fact that this represents …
