Printable Healthcare Newsletter Articles

Baird's popular monthly customer-service e-newsletter, The Patient Experience Post, provides timely feature articles, reading reviews, and tips for making your service efforts stronger than ever. Read below to see our most recent feature articles or feel free to print them for your own reference, but please include the required credit line!

Good Read: “Dare to Lead: Brave Work. Tough Conversations. Whole Hearts.”

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Search for the word “leadership” in Google or on Amazon, and you will see that there is no shortage of research studies or publications about leadership today. Perhaps Brené Brown’s name, TedTalk, or other books will show up. Do not be lulled into thinking that Dare to Lead is just another book about leadership because it is not. Continue Reading...

Unwritten Rules Shape Culture

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Culture, in its simplest definition, is “how we really do things around here.” Regardless of the written policies, codes of conduct, and wall-mounted plaques espousing values, it is the unwritten rules that, if left unchecked, quietly abduct the culture and hold it hostage. It’s the unwritten rules that form the cultural norms. Continue Reading...

3 Sure Signs that Employee Engagement is Slipping

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It’s been well documented that there is a strong correlation between employee engagement and patient satisfaction. That’s why it is essential for leaders at all levels to remain vigilant about engagement. Even minor downward shifts can have negative effects on quality of care, turnover, and overall performance. While it is important to conduct employee engagement surveys, the data is a lagging indicator. In our consulting work, we find that many organizations only conduct engagement surveys every few years, if that. In fact, we’re often discouraged to learn some only schedule them every three to five years without any pulse surveys in between. If that is the only way you are gauging your employee engagement, you will be missing opportunities to take action and spare yourself the fallout. Continue Reading...

Lessons from The Field: One simple suggestion for changing your culture

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If you read this newsletter regularly, you no doubt know that the Baird Group works tirelessly with organizations in not just defining a culture of service excellence, but in taking definitive steps to achieve that culture. We often write about leadership responsibilities and the challenges that many leaders face, making suggestions on how readers might overcome, or help others overcome, those challenges. Continue Reading...

“Here comes another…” How to Boost Empathy by Saying Goodbye to Judgment

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Empathy is what puts the care into healthcare. Without it, patients become just a number, just a case, just a disease. But empathy requires the absence of judgment and, unfortunately, human beings have a strong tendency to be judgmental. Over the years, we form impressions and have experiences and interactions with people that become our frame of reference and how we view the world. Based on these past impressions, we make judgments in new situations, assuming the new experience will be the same as ones we’ve had in the past. But, with most of these new experiences, there’s one important thing that’s different—the individual. Continue Reading...

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