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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

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

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

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

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

Categories: Communication