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Posted by Kristin Baird 

Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience.  Ownership can’t be lip service. …

Date posted: October 31, 2019 | Author: | Comments Off on This is what ownership looks like!

Categories: Customer Service Patient Experience


Written By: Kristin Baird, RN, BSN, MHA

Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted …

Date posted: October 18, 2019 | Author: | Comments Off on Unwritten Rules Shape Culture

Categories: Articles - Leadership


Posted by Kristin Baird

Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and …

Date posted: October 15, 2019 | Author: | Comments Off on Gossip is a Culture Cancer – Here’s the Cure

Categories: Communication


Posted by Kristin Baird

I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like …

Date posted: October 10, 2019 | Author: | Comments Off on Put Your Courage to the Test

Categories: Leadership


Posted by Kristin Baird

It’s no secret that leaders are crucial in driving culture, especially when it comes to modeling and holding team members accountable for service behaviors.

We have been …

Date posted: October 10, 2019 | Author: | Comments Off on Example spreads like flesh-eating bacteria

Categories: Accountability News


Posted by Kristin Baird

It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head …

Date posted: October 8, 2019 | Author: | Comments Off on Training Alone Won’t Fix a Dysfunctional Culture

Categories: Training


Posted by Kristin Baird

One thing I love about our Coaching for Engagement and Improved Performance workshop is seeing attendees reach those “Aha!” moments when they start to see their challenges …

Date posted: October 1, 2019 | Author: | Comments Off on Keep Calm and Get Real

Categories: Coaching News


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