There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter …
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Posted by Kristin Baird
I have become a connoisseur of healthcare marketing messages over the years and am often underwhelmed. From billboards to TV and radio ads, I can spot a useless ad …
Posted by Kristin Baird
Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses …
Posted by Kristin Baird
For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with …
Posted by Kristin Baird
When we evaluate the patient experience in healthcare organizations, there are two words that put your brand, your reputation, and ultimately your financial performance at …
Most people it seems, want to avoid conflict. In fact, taking the path of least resistance is a law of nature. But that path of least resistance can also slide into avoidance behavior if you aren’t …
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk …
This past week has been a difficult time as our entire nation grieves yet another school shooting. Putting aside any political views or finger pointing, I have to ask; are mental health services …
Posted by Kristin Baird
Last week I blogged about the importance of taking time to celebrate successes. In our busy world, we tend to move quickly from one thing to the next. Just like …
Posted by Kristin Baird
There is nothing more deflating than working for a micromanager – someone who thinks he or she must oversee and control each and every detail of operations. The worst part …
