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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

Categories: Leadership


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

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

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

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

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

Categories: Employee Relations


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