Written By: Kristin Baird, RN, BSN, MHA
There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the …
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Posted by Kristin Baird
Patient experience professionals (PXPs) often see themselves as the worker bees managing dozens of tasks and carrying the weight of the patient experience solely on their …
Posted by Kristin Baird
How do you react when someone compliments you? After the polite thank you, how do you really process the compliment? If you’re like many people, you may dismiss it and move …
Posted by Kristin Baird
HCAHPS has leveled the playing field when it comes to measuring patient satisfaction. But with the publicly reported scores has come a nearly obsessive focus on the …
Posted by Kristin Baird
I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my …
Posted by Kristin Baird
Healthcare is notorious for its silos. Marketing and patient experience departments are often kept in their own silos which is an awful waste in my opinion. Marketing has a …
Posted by Kristin Baird
Healthcare organizations spent over $10 billion in advertising in 2017. I come from a background in marketing and business development. This background gives me a firm …
Workplace betrayal can have profound effect on both individuals and the entire culture. But how you manage it is up to you. You can be a victim which will keep you in a vulnerable state, or you can …
Posted by Kristin Baird
https://youtu.be/gHuVCNm4oHQ
Empathy is an essential element in a good patient experience, yet many providers miss important cues. In the past few weeks I have …
Written By: Angela Fieler, MPA, CMQ/OE, ConsultantIn our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the …
