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Written By: Kristin Baird, RN, BSN, MHA

The term “patient and family-centered care” has taken on new meaning in the throes of the COVID-19 pandemic. Most of what we, in healthcare, have held up as …

Date posted: April 22, 2020 | Author: | Comments Off on Patient Experience in the Age of COVID-19

Categories: Articles - Service Excellence


Posted by Kristin Baird

That is a question weighing on everyone’s minds today. As more and more news reports tell us there will be no “getting back to normal”. We must ask; what is the new normal? …

Date posted: April 16, 2020 | Author: | Comments Off on What’s Next?

Categories: Culture Organization Building Blocks


Posted by Kristin Baird

While healthcare grapples with the COVID-19 crisis, it’s difficult to focus on anything else. At the same time, it is important that leaders begin thinking about, and …

Date posted: April 2, 2020 | Author: | Comments Off on Get Ready for Recovery

Categories: Employee Engagement Employee Relations


Posted by Kristin Baird

A few weeks ago, as I was watching television, a hospital ad caught my eye. The ad was a heartwarming story that culminated with the hospital tagline that promised …

Date posted: March 10, 2020 | Author: | Comments Off on Is Your Advertising Just Lipstick on a Pig?

Categories: Healthcare Marketing


Posted by Kristin Baird

All of us need to be in touch with our core values, but leaders, in particular, need to be crystal clear about what they define as deal-breakers in their working …

Date posted: February 26, 2020 | Author: | Comments Off on Deal Breakers and Hot Buttons

Categories: Goal Setting Leadership


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