As long as healthcare leaders have measured patient experience, they’ve seen a strong correlation between nurse communication and the overall experience. After 25 years of conducting communication skill training for nurses, I have made a few important observations about the subject, ...
COVID has hit home giving me firsthand insight into the patient and family experience. For years, hospitals and health systems have made the patient and family experience a top priority. And for the last several years, great progress has been made ...
At Baird Group, we define coaching as a supportive relationship that fosters learning, transformation and growth. Helping others to grow and reach their potential is one of the most rewarding aspects of leadership. But certain habits might be keeping you ...
People often think good communication is how we speak and write, but listening is even more vital in good communication than what you say. This is especially true in the virtual world. Too often, we listen to respond rather than listening ...
Even before COVID, nurses were stressed and burning out at higher rates than ever before. Now, they are under even greater stress for a multitude of reasons and want to be heard. Some have turned to unions. A few weeks ago, ...
Posted by Kristin Baird Today’s news is laden with stories about the COVID-19 crisis and how it is affecting healthcare. I interview leaders about issues they are facing during COVID-19. The most successful organizations stay grounded in their core values. Stay Visible Last ...
Posted by Kristin Baird Years ago, when I was new to leadership, I recall telling my boss that I was worried that one of my team members wanted my job. I remember feeling a bit threatened at the time, but his ...
Posted by Kristin Baird Patient experience happens during multiple moments of truth, but none are as vital as those happening at the bedside between the patient and nurse. Not long ago, I interviewed members of the senior executive team and the CFO ...
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 working with an organization on making necessary culture shifts. One of ...
Posted by Angela Fieler The data is in. It’s official. There is a relationship between improving employee engagement, improving HCAHPS scores, and improving net profit margins. Press Ganey just published a study in Harvard Business Review, showing hospitals that improve over time in ...
