Authoritative Leaders Need Not Apply
It seems to me that the concept of accountability is getting a bad rap. I had someone tell me the other day that the reason I don’t see accountability as a bad thing is because I spent 25 years in ...
Culture Catalyst Blog & Articles
Medical Mystery Shopping Myth Busters
Posted by Kristin Baird Myth 1: Mystery shopping is used as a “gotcha!” tactic to punish staff. Conducted appropriately, mystery shopping is a valuable method for improving quality, including identifying weaknesses and strengths and, ultimately, pointing out your organization’s star performers and best practices. ...
Don’t Assume. Validate Your Patient Experience.
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 practices. The CXO stated their ...
That’s just Jenny – and other culture-killing excuses
Posted by Kristin Baird I see it all the time -The beautifully framed statements of “commitment to service” hanging within arm’s reach of the organization’s biggest standards contradictions. It happened just two weeks ago when I was visiting a healthcare organization that ...
Accountability Can’t Be Optional
Posted by Kristin Baird I am a firm believer in setting and upholding service standards. In fact, I first implemented service standards in 1996 and wrote about the importance of them in my book, Customer Service in Healthcare (2000, Jossey Bass). It ...
No Pass Zones Support Nurses and Patient Experience
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 period of time. In addition ...
What’s in it for me? Your patients want to know.
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 campaign within five seconds or 500 feet. The ...
It Depends – The two most dangerous words to describe patient experience
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 risk. The two words are: “It depends”. This culture of variability is ...
Leaders don’t duck!
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 careful. Furthermore, it will ...
