Posted by Kristin Baird
No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so …
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Posted by Kristin Baird
20 years ago that I first wrote about the merits of creating behavior-based service standards as a way to articulate clear expectations. Setting standards may seem basic, …
Posted by Kristin Baird
Have you ever checked in for a medical appointment at the scheduled time only to be left waiting? I’m willing to bet that anyone reading this blog will say yes to this …
Posted by Kristin Baird
When it comes to improving the patient experience, don’t forget volunteers. Healthcare organizations benefit from millions of hours of volunteer time and energy every year, …
Written By: Kristin Baird, RN, BSN, MHA
There’s no argument that members of helping professions—like healthcare—are particularly prone to burnout. We read and hear a lot about burnout among …
Review by: Angela Fieler, MPA, CMQ/OE, Consultant
I am always on the lookout for books that help me “sharpen my saw” in terms of my coaching practice. Often times, I read one book or article that …
Posted by Kristin Baird
The lobby was breathtaking with a beautiful water feature and sculptures in bronze and blown glass. The registration staff was friendly and efficient in professional and …
Posted by Kristin Baird
It’s no secret that an engaged workforce is necessary for a consistently positive patient experience. And nurses are pivotal in this equation. Nurses who develop resilience …
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 …
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 …
