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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


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


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