Posted by Kristin Baird Healthcare organizations have been measuring patient satisfaction and employee satisfaction for years. Patients articulate evidence of satisfaction when, during rounds, they tell you everything is fine. Hearing the 4-letter F word (fine) tells leaders that things are ...
Posted by Kristin Baird Every healthcare leader wants their associates to live up to the mission, vision and values (MVV). One excellent way to make that happen consistently, is to spot people doing the right thing, and letting them know it. ...
Posted by Kristin Baird How does a leader get everyone to achieve optimal performance? One sure way is to make clear expectations from the beginning. Over the past several years of coaching leaders, I’ve noticed that many coaching conversations center on setting ...
Posted by Kristin Baird This question must be answered when leading an organization through culture change. Yet, many leaders don’t take the time to clearly articulate the vision for the culture of the future. This results in wasted time and energy, ...
Posted by Kristin Baird Face it. Dig beneath any organizational issue and you’re likely to unearth varying degrees of communication problems. Organizations are, after all, comprised of people and dependent upon good relationships among those people to achieve organizational goals. Gossip ...
Posted by Kristin Baird I recently did a presentation to healthcare marketers and played a game of “Never have I ever” to kick it off. Participants were asked to self-disclose several things, like whether or not they knew the current patient ...
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 Kristin Baird It’s not uncommon for us to get requests to do organization-wide training to fix service issues. It would be easy for us to march in and do the requested training and head home. We wouldn’t do anyone ...
Posted by Kristin Baird Over the years, I’ve tried to stay in touch with my college friends. Of course, it isn’t always easy when juggling nursing careers, family, and further education. This summer I made a special point of re-connecting with two ...
Posted by Kristin Baird In all the years that I have been consulting on culture and patient experience, I’ve only come across two organizations that didn’t have stated values. In both cases, the CEOs felt they were “fluff”. No wonder they ...
