Posted by Kristin Baird Setting standards and training for service behaviors are essential to creating and sustaining a human-centered culture. The problem is that you can’t train and then assume everyone is living up to the expectations. Big mistake. It’s not what ...
Posted by Kristin Baird Anyone working in healthcare should advocate for patients. Patients are vulnerable and frightened. It’s an expectation that comes with the job. When I worked as a public health nurse, I had daily opportunities to serve as a ...
Posted by Kristin Baird Language is an important part of culture, and leaders are vital in creating a common language. The problem is that people are often unaware of the communication habits, such as BMW, that prevail. A few months ago I was spending time ...
Posted by Kristin Baird When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence and consistence. https://youtu.be/u2cqLg6GnLM It is not unusual for us to enter into ...
Posted by Kristin Baird For some people, complaining is their default communication style. Often, they don’t even realize they’re a complainer because it is such an engrained habit. I worked with a woman once who looked at everything with a negative ...
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 ...
Posted by Kristin Baird Last week I blogged about the importance of taking time to celebrate successes. In our busy world, we tend to move quickly from one thing to the next. Just like celebration, it’s important to take the time to ...
Posted by Kristin Baird There is nothing more deflating than working for a micromanager – someone who thinks he or she must oversee and control each and every detail of operations. The worst part is having a micromanager who has absolutely ...
Posted by Kristin Baird Ask anyone working in healthcare and they will tell you they are busier than ever. Whether at the front lines of patient care or in the C-suite, healthcare is changing fast, steeped in regulation, and doesn’t show ...
Posted by Kristin Baird When my team and I are working with organizations, our ears prick up when we hear things like, “We had a patient experience program and it didn’t work.” Or, “We did a customer service program, but it ...
