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Posted by Kristin Baird

We’re understaffed – 3 words that shake patient confidence

I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being …

Date posted: April 19, 2018

Categories: Attitude Culture Organization Building Blocks


Surprises can be exciting when it comes to birthday gifts, but patients really don’t appreciate surprises. When I interview patients about what is most important to them about their care, being …

Date posted: April 17, 2018

Categories: Communication


“I’d love this job if it wasn’t for the patients.” Hopefully this negative line sounds ridiculous to anyone working in healthcare. After all – without patients, there is no healthcare industry. And …

Date posted: April 12, 2018

Categories: Communication


We’ve all heard the saying, “You never get a second chance to make a good first impression.”  While there is truth in that statement, let’s not forget the importance of the last impression. It’s the …

Date posted: March 27, 2018

Categories: Patient Experience


A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having …

Date posted: March 13, 2018

Categories: Customer Service Skills