Anyone who is a truly passionate patient experience advocate must challenge the status quo about anything and everything that doesn’t serve the patient. If you don’t speak up, you are part of the …
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Written By: Kristin Baird, RN, BSN, MHA
Baird Group has been working with healthcare organizations on customer service improvement since 1991 – over the years, as we’ve worked with healthcare …
Written By: Angela Fieler, MPA, CMQ/OE, Consultant
As a consultant, I spend a lot of time “in the field.” Every time I’m with a client, I learn something new. I try to share these lessons in any …
Posted by Kristin Baird
When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence …
Posted by Kristin Baird
One of the things I love about mystery shopping is that we can point out the stars who make the most positive impressions and who are living the organization’s brand …
Posted by Kristin Baird
https://youtu.be/BRx3w4Ov9X4
Service recovery is an essential in improving the patient experience. When people think of service recovery, it’s common to immediately …
Posted by Kristin Baird
Grief is a lonely process. As a healthcare provider, I’ve seen grief throughout my career. I’ve been on the side of tragedy and loss where I was the one helping others walk …
Posted by Kristin Baird
It’s human nature to run from danger. When you are trained as a paramedic, firefighter, police officer you are taught to run toward the danger. They know that their role …
Posted by Kristin Baird
An aspiring athlete can read dozens of books and watch hundreds of videos on great basketball techniques, but chances are good that will have minimal effect. Unless they, …
Review by: Angela Fieler, MPA, CMQ/OE, Consultant
If you are looking for a great read with powerful purpose and practical ideas, Daniel Coyle’s new book, “The Culture Code: The Secrets of Highly …
