March Madness is behind us, but after such an exciting season and stellar performance by my alma mater, the Wisconsin Badgers, who thrilled fans with both their personalities and their performance …
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In healthcare we all have customers to serve. Generally, we tend to automatically consider the patient as our customer and, in most cases, the patient is the ultimate recipient of the services we …
It’s the current conundrum of healthcare (just ask the VA). Arguably every member of every healthcare organization would tell you that they want to deliver a positive patient experience, yet many …
As we move into 2015, the future of healthcare remains uncertain as the ACA continues to firmly take hold. There are some things we can count on though:
Patients will remain our number one …
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the customer experience—things like:
Addressing patients by their preferred nameOffering …
The difference between being able to recite your mission and vision statements versus living them are significant. We’ve been hearing for years now about how concerned healthcare leaders are about …
The Things You May Not Know About Medical Mystery Shopping, Baird StyleA recent request for mystery shopping services pointed out poignantly how Baird is different. A healthcare organization, …
Jim Collins is credited with the inspirational quote “good is the enemy of great.” What this statement means is that, for many organizations, they’ve unwittingly slipped into a mindset where good is …
It’s no mystery that the patient experience drives the organization’s reputation. And yet, many hospitals and medical practices remain baffled about which experiences are driving their patient …
Nurses Don’t “Speak HCAHPS”—and They Shouldn’t be Expected To! When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality …
