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

My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end …

Date posted: June 23, 2016 | Author: | Comments Off on HCAHPS and the Used Car Salesman

Categories: Articles - Patient Experience


Written By: Kristin Baird, MHA, BSN, RN

Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is …

Date posted: June 18, 2016 | Author: | Comments Off on It’s Everybody’s Job: Coaching the Coaches

Categories: Articles - Coaching


Jay W. Lorsch and Emily McTague, Review by Janet Schulz

The cover story of the April 2016 Harvard Business Review is titled “Culture is not the Culprit.” The sub-title is “When organizations are …

Date posted: April 27, 2016 | Author: | Comments Off on Good Read: Culture is not the Culprit

Categories: Book Reviews


James R. Detert and Ethan R. Burris, Review By: Janet Schulz

At Baird Group, as we work with organizations to transform their cultures and improve the patient experience, a key strategy we discuss …

Date posted: April 13, 2016 | Author: | Comments Off on Good Read: Can Your Employees Speak Freely?

Categories: Book Reviews


Teaching to the test” is a phrase used in education to refer to the common practice among many educators who tailor their instructions to focus on what students will find on the many standardize …

Date posted: February 9, 2016 | Author: | Comments Off on Why You Shouldn’t Be “Teaching to the Test” When Trying to Boost Patient Satisfaction Scores

Categories: Articles - Patient Experience


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