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Written By: Kristin Baird, MHA, BSN, RN

 In healthcare environments, there’s a bit of a yin and yang to the holiday experience. Staff, and even clinicians can be particularly jovial this time of …

Written By: Kristin Baird, RN, BSN, MHA

No one will argue that empathy is at the heart of a great patient experience. In fact, many healthcare organizations provide empathy training to enhance …

Written By: Janet Schulz, SVP Consulting Division

Readers of this newsletter know that at Baird Group, our passion is to support our clients in transforming culture and improving the patient …

Written By: by Kristin Baird, RN, BSN, MHA

Popular wisdom leads us to believe that having satisfied employees is a good thing—even a great thing. That philosophy, though, really misses the mark. …

Written by: Brian Boyle, Review by: Kristin Baird

In my role as a healthcare consultant, I often say, “We are human beings caring for human beings.” I am always looking for stories from caregivers …

Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant

I’ve been working in healthcare for a long time – 78% of my life, to be exact.And it seems, no matter what level of the organization …

Written By: by Kristin Baird, RN, BSN, MHA

The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t …

Written By: Angela Fieler, MPA, CMQ/OE, Baird Group Consultant

Patient satisfaction, and the patient experience have been in the spotlight for severalyears now, resulting in the emergence of a new …

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, …

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 …