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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


Posted by Kristin Baird

Culture is created and sustained by the stories told by its people. When you think about your organization, what stories are being shared? How are you seeking stories?  …

Date posted: January 8, 2019 | Author: | Comments Off on What’s The Story?

Categories: Communication


Posted by Kristin Baird

Holiday time means decorations, parties, gifts and traditions for many of us. But not everyone gets to spend them with friends and family. Hospitals are a 24/7/365 …

Date posted: December 20, 2018 | Author: | Comments Off on Working Holidays

Categories: Employee Relations Recognition


Written By: Kristin Baird, RN, BSN, MHA

We live in a time of rampant change—impacted both by changing laws and regulations and constantly emerging technology. Nowhere is this more true than in the …

Date posted: December 17, 2018 | Author: | Comments Off on 5 Ways to Overcome the Perpetual State of Overwhelm

Categories: Articles - Leadership


Posted by Kristin Baird

I’m pretty sure no one sets out to be a soul-crushing manager. In fact, most of us start with really good intentions. So with all these great intentions, how do we get …

Date posted: December 11, 2018 | Author: | Comments Off on How to Become a Soul-crushing Micromanager

Categories: Leadership Managing


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