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Written By: Kristin Baird, MHA, BSN, RN

 A new year always seems to generate a new sense of energy in all of us. As we start a new calendar, we’re somehow heartened, inspired and motivated to make …

Date posted: January 17, 2017 | Author: | Comments Off on 3 Important Patient Experience Resolutions That Every Healthcare Leader Should Make This Year

Categories: Articles - Patient Experience


Written By: Kristin Baird, MHA, BSN, RN

 In healthcare environments, there’s a bit of a yin and yang to the holiday experience. Staff, and even clinicians can be particularly jovial this time of …

Date posted: December 13, 2016 | Author: | Comments Off on It’s Not a Holiday for Everyone

Categories: Articles - Service Excellence


Written By: Kristin Baird, RN, BSN, MHA

No one will argue that empathy is at the heart of a great patient experience. In fact, many healthcare organizations provide empathy training to enhance …

Date posted: November 14, 2016 | Author: | Comments Off on Love the Ones You’re With!

Categories: Articles - Employee Relations


Written By: by Kristin Baird, RN, BSN, MHA

Popular wisdom leads us to believe that having satisfied employees is a good thing—even a great thing. That philosophy, though, really misses the mark. …

Date posted: October 19, 2016 | Author: | Comments Off on Why You Don’t Want Satisfied People on Your Payroll

Categories: Articles - Coaching


Written by: Brian Boyle, Review by: Kristin Baird

In my role as a healthcare consultant, I often say, “We are human beings caring for human beings.” I am always looking for stories from caregivers …

Date posted: October 19, 2016 | Author: | Comments Off on Good Read: Patient Experience: The Importance of Care, Communication, and Compassion in the Hospital

Categories: Book Reviews


Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant

I’ve been working in healthcare for a long time – 78% of my life, to be exact.And it seems, no matter what level of the organization …

Date posted: September 20, 2016 | Author: | Comments Off on Communication

Categories: Articles - Coaching


Written By: by Kristin Baird, RN, BSN, MHA

The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t …

Date posted: September 19, 2016 | Author: | Comments Off on Culture is King: But Only if You Do These Three Things

Categories: Articles - Coaching


Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant

Patient satisfaction, and the patient experience have been in the spotlight for severalyears now, resulting in the emergence of a new …

Date posted: July 20, 2016 | Author: | Comments Off on Tactic Overload

Categories: Articles - Patient Experience


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