I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based …
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August 1st marked the second anniversary of the day we brought my sister home to die. Having been in the hospital for 22 months with complications from post-operative wound separation and subsequent …
Posted by Kristin Baird
Employee engagement is at the core of any company’s performance. But in healthcare, where the patient experience drives loyalty, trust, and even reimbursement, engagement …
Posted by Kristin Baird
We all have those experiences as consumers when things don’t go as expected. We might be disappointed in a meal at a restaurant, or wait longer than expected in line or in …
Posted by Kristin Baird
On Tuesday of this week, The New York Times ran an article about medical mystery shopping which was a great way to get more healthcare leaders to consider this type …
Written By: Kristin Baird, RN, BSN, MHA
Trust is at the foundation of any relationship, and certainly at the foundation of the patient/provider relationship. But, for that relationship to be …
Review by: Angela Fieler, MPA, CMQ/OE, Senior Consultant
Book by David Horsager
Trust has been on my mind lately. I’ve heard the word a lot at healthcare facilities I’ve visited. Trust is one …
Posted by Kristin Baird
It’s not at all uncommon for me to hear healthcare leaders expressing concern about how their customer service training has not helped move the needle on their patient …
Posted by Kristin Baird
When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other …
Posted by Kristin Baird
You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly …
