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Posted by Kristin Baird

Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years.  Patients articulate evidence of satisfaction when, during rounds, …

Date posted: January 16, 2020 | Author: | Comments Off on Satisfaction isn’t Loyalty

Categories: Patient Experience Patient Satisfaction


Posted by Kristin Baird

I recently got a call from a Chief Experience Officer (CXO) who said her CEO was in a frenzy because a board member had had a bad experience with one of their medical …

Date posted: January 14, 2020 | Author: | Comments Off on Don’t Assume. Validate Your Patient Experience.

Categories: Patient Experience


Posted by Kristin Baird

Every healthcare leader wants their associates to live up to the mission, vision and values (MVV). One excellent way to make that happen consistently, is to spot people …

Date posted: December 12, 2019 | Author: | Comments Off on Look for the Mission Moments

Categories: Mission Organization Building Blocks


Posted by Kristin Baird

How does a leader get everyone to achieve optimal performance? One sure way is to make clear expectations from the beginning.

Over the past several years of coaching …

Date posted: December 10, 2019 | Author: | Comments Off on Clear Expectations vs Mindreading

Categories: Communication


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