Culture Catalyst Blog & Articles

A Dirty Room Destroyed my Trust

This week I ventured back out to re-experience air travel and hotel stays after my long hiatus, compliments of the COVID-19 pandemic. I’m vigilant about handwashing and other precautions. Other than mask wearing and tripling my hand sanitizing and surface ...

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 ...

What You Don’t Know Can Hurt You

Posted by Kristin Baird Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet paper on your shoe, you ...

Is Access Hurting Your Patient Experience?

Posted by Kristin Baird The TV commercials look great.  The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. What is happening? Chances are good that you ...

Quality Assurance for Patient Experience

Posted by Kristin Baird No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so high it is important to be sure things are ...

The Patient Experience is Your Brand

Posted by Kristin Baird For people not in marketing, there is a common assumption that a company’s brand is the logo. It’s easy to understand the assumption because the logo is the part of the corporate identity that can be seen ...

Who Are Your Stars?

Posted by Kristin Baird One of the things I love about mystery shopping is that we can point out the stars who make the most positive impressions and who are living the organization’s brand promise. People think mystery shopping focuses on problems. ...

Coming to you Live from an Exam Room Near You

Posted by Kristin Baird In today’s world of digital communication, consumers share everything from photos of their food to gross videos of bodily functions. Snapshots and videos from medical facilities are among the frequently posted images online. Unfortunately, the medical facility ...

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