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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


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


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