Posted by Kristin Baird
A colleague recently called to talk about how he could get nurses more engaged in the patient experience. When I asked what he was currently doing, he mentioned several …
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Posted by Kristin Baird
I know I’ve said it before, but patient experience professionals (PXPs) cannot go it alone. In addition to engaging stakeholders from operations, it is vital to have an …
Healthcare is moving at an unprecedented pace. Mergers, acquisitions, downsizing and even social media comments hit the news and the community buzz begins. During times of change, every organization …
Written By: Kristin Baird, RN, BSN, MHA
There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the …
Posted by Kristin Baird
Patient experience professionals (PXPs) often see themselves as the worker bees managing dozens of tasks and carrying the weight of the patient experience solely on their …
Posted by Kristin Baird
How do you react when someone compliments you? After the polite thank you, how do you really process the compliment? If you’re like many people, you may dismiss it and move …
Posted by Kristin Baird
HCAHPS has leveled the playing field when it comes to measuring patient satisfaction. But with the publicly reported scores has come a nearly obsessive focus on the …
Posted by Kristin Baird
I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my …
Posted by Kristin Baird
Healthcare is notorious for its silos. Marketing and patient experience departments are often kept in their own silos which is an awful waste in my opinion. Marketing has a …
Posted by Kristin Baird
Healthcare organizations spent over $10 billion in advertising in 2017. I come from a background in marketing and business development. This background gives me a firm …
