Posted by Kristin Baird
I have the utmost respect for leaders who deal with toxic behavior head on. Many healthcare leaders still look past the gossips and groaners because they have good …
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Posted by Kristin Baird
I was working with a long term care facility a little while ago that had horrendous turnover of nurses and aids – over 50% annually. Drilling down to learn more about …
Posted by Kristin Baird
For people not in marketing, there is a common assumption that a company’s brand is the logo. It’s easy to understand the assumption because the logo is the part of the …
Posted by Kristin Baird
https://youtu.be/u2cqLg6GnLM
Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and …
Posted by Kristin Baird
Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture. The problem is that you can’t train and then assume …
Written By: Kristin Baird, RN, BSN, MHA
Every day physicians, nurses and other providers engage in multiple interactions with patients, family members and other staff members. Those interactions …
Posted by Kristin Baird
Anyone working in healthcare should advocate for patients. Patients are vulnerable and frightened. It’s an expectation that comes with the job. When I worked as a public …
Posted by Kristin Baird
Language is an important part of culture, and leaders are vital in creating a common language. The problem is that people are often unaware of the communication habits, …
Posted by Kristin Baird
Expanding Metrics
Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of …
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 …
