Posted by Kristin Baird
Patient experience happens during multiple moments of truth, but none are as vital as those happening at the bedside between the patient and nurse.
Not long ago, I …
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Posted by Kristin Baird
When it comes to setting the course for transforming culture, you won’t get far until you know where you’re going. What’s your vision for the culture of the future? Can you …
Posted by Kristin Baird
On any given day, a significant percentage of hospitalized patients are there as a result of unplanned admissions, creating psychological stress and uncertainty for both …
Posted by Kristin Baird
Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years. Patients articulate evidence of satisfaction when, during rounds, …
Posted by Kristin Baird
I recently got a call from a Chief Experience Officer (CXO) who said her CEO was in a frenzy because a board member had had a bad experience with one of their medical …
Written By: Angela Fieler, MPA, CMQ/OE, Senior Consultant
At the approach of a new year, many people reflect on the year that is ending to capture what went well and where there might be …
Written By: by Kristin Baird, RN, BSN, MHA
Over the past several years, CEOs have named patient experience as a top priority and, yet, many report they are not achieving the results that they …
Posted by Kristin Baird
With more than two decades working in the patient experience arena, I’m still amazed at how many healthcare leaders are still chasing patient satisfaction scores without …
Posted by Kristin Baird
I am no stranger to travel. In fact, with my consulting business, I easily travel 150 days per year or more. During my many sojourns, I have experienced lost reservations, …
Posted by Kristin Baird
Years ago, I heard a healthcare leader talk about the four hospitals within every hospital. He said that there was the daytime hospital, the nighttime hospital, the weekend …
