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Written By: Angela Fieler, MPA, CMQ/OE

 It is rare that I work with an organization that, at one point or another in our engagement, doesn’t ask for some kind of training. I can usually judge a …

Date posted: January 17, 2017

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

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

Categories: Articles - Employee Relations


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

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

Categories: Articles - Patient Experience


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