Written By: Kristin Baird, MHA, BSN, RN
Over the past few years, there’s been a new role emerging in healthcare—the Patient Experience Professional, or PXP. It’s an important, but not an easy, …
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Written By: Kristin Baird, MHA, BSN, RN
Face it. Physicians can be intimidating. Patient Experience Professionals (PXPs), though, can’t afford to let intimidation keep them from providing the …
Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant
My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end …
Written By: Kristin Baird, MHA, BSN, RN
Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is …
Written By: Kristin Baird, MHA, BSN, RN
Providing an exceptional patient experience is at the top of most healthcare leaders’ “to do” list these days and for many good reasons. First, caring for …
Jay W. Lorsch and Emily McTague, Review by Janet Schulz
The cover story of the April 2016 Harvard Business Review is titled “Culture is not the Culprit.” The sub-title is “When organizations are …
James R. Detert and Ethan R. Burris, Review By: Janet Schulz
At Baird Group, as we work with organizations to transform their cultures and improve the patient experience, a key strategy we discuss …
Written By: Kristin Baird, MHA, BSN, RN
Picture this. You’re a patient in a hospital and you’ve dropped your reading glasses on the floor. You can’t get out of bed. You’re not in dire straits, but …
What is the patient experience? It is, in the most literal sense, every interaction—every, single interaction—that a patient has with a health system and all of its many moving parts during an …
Written by: Susan E. Mazer
For the better part of my consulting practice, I have been engaged in helping organizations improve their patients’ experiences as measured by patient surveys. Although …
