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The other day I was talking to a manager who was working hard to improve the patient experience in her department. She had done a wonderful job presenting the “why” and “how” to create a positive …

Date posted: May 3, 2018 | Author: | Comments Off on Don’t make it easy for hecklers and naysayers

Categories: Communication


How are you inviting patient engagement?

Patient engagement is a priority for many organizations. It seems that everywhere I look there is another piece of technology being release along with …

Date posted: April 26, 2018 | Author: | Comments Off on Add the Patient to the Care Team

Categories: Patient Experience


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


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