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, …
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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 …
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 …
