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Healthcare is moving at an unprecedented pace. Mergers, acquisitions, downsizing and even social media comments hit the news and the community buzz begins. During times of change, every organization …

Date posted: September 18, 2018 | Author: | Comments Off on Employees Are Your Best Ambassadors – Equip Them to Help

Categories: Communication


Posted by Kristin Baird

Patient experience professionals (PXPs) often see themselves as the worker bees managing dozens of tasks and carrying the weight of the patient experience solely on their …

Date posted: September 13, 2018 | Author: | Comments Off on PXPs – Agents of Change

Categories: Leadership


Posted by Kristin Baird

How do you react when someone compliments you? After the polite thank you, how do you really process the compliment? If you’re like many people, you may dismiss it and move …

Date posted: September 11, 2018 | Author: | Comments Off on Rx for Happiness. Start Accepting Compliments

Categories: Compassion


Posted by Kristin Baird

I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my …

Date posted: September 4, 2018 | Author: | Comments Off on Accountability Can’t Be Optional

Categories: Accountability News


Posted by Kristin Baird

Healthcare organizations spent over $10 billion in advertising in 2017. I come from a background in marketing and business development. This background gives me a firm …

Date posted: August 28, 2018 | Author: | Comments Off on Does Your Patient Experience Match Your Advertising?

Categories: News


Workplace betrayal can have profound effect on both individuals and the entire culture. But how you manage it is up to you. You can be a victim which will keep you in a vulnerable state, or you can …

Date posted: August 23, 2018 | Author: | Comments Off on Moving on from betrayal at work

Categories: Employee Relations


Posted by Kristin Baird

https://youtu.be/gHuVCNm4oHQ

Empathy is an essential element in a good patient experience, yet many providers miss important cues. In the past few weeks I have …

Date posted: August 21, 2018 | Author: | Comments Off on Show More Empathy for a Better Patient Experience

Categories: Compassion Empathy


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