Posted by Kristin Baird
It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient …
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Posted by Kristin Baird
When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other …
Posted by Kristin Baird
You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly …
Posted by Kristin Baird
When it comes to service recovery, after active listening, an apology is the first step toward making things right. When patients and family members are unhappy, they want …
Written By: Kristin Baird, RN, BSN, MHA
In 2018, U.S. companies spent $87.6 billion on training, according to an annual survey conducted by Training magazine. Despite the fact that this represents …
Posted by Kristin Baird
Leaders who want to build a culture of trust will get further, faster through transparency.
Over the years, I have witnessed countless leaders struggling with lack of …
Posted by Angela Fieler
The data is in. It’s official. There is a relationship between improving employee engagement, improving HCAHPS scores, and improving net profit margins. Press Ganey just …
Posted by Kristin Baird
https://youtu.be/BRx3w4Ov9X4
Try as we might, there are times things go wrong and we disappoint our patients and other customers. There is plenty of data out there …
Posted by Kristin Baird
These three words are the simplest, most recognizable instructions in the world. The standard for shampoo and conditioner, applies to other areas of life. Take front line …
Posted by Kristin Baird
Whenever we do patient experience skills training with physicians, inevitably one of them will say, “I learned this in medical school. Tell me something I don’t …
