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, …
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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 …
Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a …
We focus a lot on culture as we work with healthcare organizations around the country and, while we know that it “takes a village” to deliver high-quality healthcare, we also know that there is one …
If you don’t know where you’re going, any road will get you there,” is an often-repeated quote from Lewis Carroll’s Alice in Wonderland. Paraphrased, it simply means that without goals and a plan …
This book will get you thinking about how (or if) you and your organization are significantly and purposefully fostering creativity and innovation. In between some heady and academic, but intriguing …
Talk to any direct caregiver in healthcare and chances are you’ll hear a bit about overwhelm caused by the myriad of tasks or tactics they’re asked to complete on a regular basis.
Whiteboards, …
When it comes to the patient experience most healthcare organizations want to jump to tactics. They may give someone one tactic or a series of tactics to work on, but they stop there. Then they …
