Review by: Kristin Baird, RN, BSN, MHA
What does culture and patient experience have to do with starfish? More than you might think. In their book, the Starfish and the Spider, Brafman and …
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Posted by Kristin Baird
We’re understaffed – 3 words that shake patient confidence
I cannot think of one time in my career when I heard caregivers complain about being overstaffed. Being …
Surprises can be exciting when it comes to birthday gifts, but patients really don’t appreciate surprises. When I interview patients about what is most important to them about their care, being …
“I’d love this job if it wasn’t for the patients.” Hopefully this negative line sounds ridiculous to anyone working in healthcare. After all – without patients, there is no healthcare industry. And …
Posted by Kristin Baird
Working in healthcare takes an immense amount of technical skills especially when you work in direct patient care. After all, if you screw up an important technical task, …
Posted by Kristin Baird
Have you ever gotten an obviously mass-produced form-letter telling you how unique and special you are? Do you believe these messages? Probably not. I can tolerate (but …
Posted by Kristin Baird
In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical …
Posted by Kristin Baird
Here’s one thing I know for certain about improving the culture and the patient experience – thinking and planning are not the same as taking action. I’ve seen many …
We’ve all heard the saying, “You never get a second chance to make a good first impression.” While there is truth in that statement, let’s not forget the importance of the last impression. It’s the …
A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having …
