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Review by: Kristin Baird, RN, BSN, MHA

What does culture and patient experience have to do with starfish? More than you might think. In their book, the Starfish and the Spider, Brafman and …

Date posted: April 23, 2018 | Author: | Comments Off on Good Read: The Starfish and the Spider

Categories: Book Reviews


Posted by Kristin Baird

We’re understaffed – 3 words that shake patient confidence

I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being …

Date posted: April 19, 2018 | Author: | Comments Off on Don’t Say That!

Categories: Attitude Culture Organization Building Blocks


Surprises can be exciting when it comes to birthday gifts, but patients really don’t appreciate surprises. When I interview patients about what is most important to them about their care, being …

Date posted: April 17, 2018 | Author: | Comments Off on What’s Next? Your Patient Wants to Know

Categories: Communication


“I’d love this job if it wasn’t for the patients.” Hopefully this negative line sounds ridiculous to anyone working in healthcare. After all – without patients, there is no healthcare industry. And …

Date posted: April 12, 2018 | Author: | Comments Off on I’d love this job if it wasn’t for the patients

Categories: Communication


Posted by Kristin Baird

In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical …

Date posted: April 3, 2018 | Author: | Comments Off on Coming to you Live from an Exam Room Near You

Categories: Mystery Shopping


We’ve all heard the saying, “You never get a second chance to make a good first impression.”  While there is truth in that statement, let’s not forget the importance of the last impression. It’s the …

Date posted: March 27, 2018 | Author: | Comments Off on Last Impressions are Lasting Impressions

Categories: Patient Experience


A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having …

Date posted: March 13, 2018 | Author: | Comments Off on A Sign Doesn’t Deliver Great Service

Categories: Customer Service Skills


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