It’s the current conundrum of healthcare (just ask the VA). Arguably every member of every healthcare organization would tell you that they want to deliver a positive patient experience, yet many …
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As we move into 2015, the future of healthcare remains uncertain as the ACA continues to firmly take hold. There are some things we can count on though:
Patients will remain our number one …
Every hospital we’ve ever worked with has a series of expectations for their staff members related to the customer experience—things like:
Addressing patients by their preferred nameOffering …
The difference between being able to recite your mission and vision statements versus living them are significant. We’ve been hearing for years now about how concerned healthcare leaders are about …
The Things You May Not Know About Medical Mystery Shopping, Baird StyleA recent request for mystery shopping services pointed out poignantly how Baird is different. A healthcare organization, …
Jim Collins is credited with the inspirational quote “good is the enemy of great.” What this statement means is that, for many organizations, they’ve unwittingly slipped into a mindset where good is …
It’s no mystery that the patient experience drives the organization’s reputation. And yet, many hospitals and medical practices remain baffled about which experiences are driving their patient …
Nurses Don’t “Speak HCAHPS”—and They Shouldn’t be Expected To! When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality …
Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a …
We focus a lot on culture as we work with healthcare organizations around the country and, while we know that it “takes a village” to deliver high-quality healthcare, we also know that there is one …
