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 …
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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 …
Written By: Kristin Baird, RN, BSN, MHA
There’s no argument to make for the value of a disengaged employee. In fact, most leaders would likely agree that disengaged workers are costly in many …
There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter …
Posted by Kristin Baird
I have become a connoisseur of healthcare marketing messages over the years and am often underwhelmed. From billboards to TV and radio ads, I can spot a useless ad …
Posted by Kristin Baird
Excuses are, perhaps, the greatest barrier to achieving greatness in both our personal and professional lives. Healthcare organizations often embrace a culture of excuses …
Posted by Kristin Baird
For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with …
Posted by Kristin Baird
When we evaluate the patient experience in healthcare organizations, there are two words that put your brand, your reputation, and ultimately your financial performance at …
Most people it seems, want to avoid conflict. In fact, taking the path of least resistance is a law of nature. But that path of least resistance can also slide into avoidance behavior if you aren’t …
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk …
