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There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter …

Date posted: March 12, 2018 | Author: | Comments Off on No Pass Zones Support Nurses and Patient Experience

Categories: Patient Experience


Posted by Kristin Baird

Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses …

Date posted: March 6, 2018 | Author: | Comments Off on Excuse Du Jour

Categories: Accountability Excuses News


Most people it seems, want to avoid conflict. In fact, taking the path of least resistance is a law of nature. But that path of least resistance can also slide into avoidance behavior if you aren’t …

Date posted: February 27, 2018 | Author: | Comments Off on Leaders don’t duck!

Categories: Leadership


A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk …

Date posted: February 22, 2018 | Author: | Comments Off on Defining Moments in the Patient Experience

Categories: Patient Experience


This past week has been a difficult time as our entire nation grieves yet another school shooting. Putting aside any political views or finger pointing, I have to ask; are mental health services …

Date posted: February 20, 2018 | Author: | Comments Off on Is Mental Health Accessible Enough?

Categories: Patient Experience


Posted by Kristin Baird

Last week I blogged about the importance of taking time to celebrate successes. In our busy world, we tend to move quickly from one thing to the next. Just like …

Date posted: February 15, 2018 | Author: | Comments Off on The Power of a Simple “Thank You”

Categories: Employee Relations Recognition


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