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Posted by Kristin Baird

20 years ago that I first wrote about the merits of creating behavior-based service standards as a way to articulate clear expectations. Setting standards may seem basic, …

Date posted: November 1, 2018 | Author: | Comments Off on Show Them The Way

Categories: Uncategorized


Posted by Kristin Baird

When it comes to improving the patient experience, don’t forget volunteers. Healthcare organizations benefit from millions of hours of volunteer time and energy every year, …

Date posted: October 24, 2018 | Author: | Comments Off on Volunteers Enhance Patient Experience

Categories: Training


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

I am always on the lookout for books that help me “sharpen my saw” in terms of my coaching practice. Often times, I read one book or article that …

Date posted: October 22, 2018 | Author: | Comments Off on Good Read: How the Way We Talk Can Change the Way We Work

Categories: Book Reviews


Posted by Kristin Baird

The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and …

Date posted: October 18, 2018 | Author: | Comments Off on In Search of WOW

Categories: Customer Service Patient Experience


Posted by Kristin Baird

I know I’ve said it before, but patient experience professionals (PXPs) cannot go it alone. In addition to engaging stakeholders from operations, it is vital to have an …

Date posted: September 25, 2018 | Author: | Comments Off on Who’s Got Your Back

Categories: Leadership


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