Healthcare is confusing, and it's often needed when we are at our most vulnerable. Despite major improvements in the patient experience over the years, deep chasms remain. And, in my experience, the gaps are often due to faulty healthcare systems ...
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, ...
Accepting excuses as a way of life is often a subtle, yet insidious culture killer. When we do culture assessments, we frequently unearth patterns that point to an excuse mentality that keeps an organization stuck. The insights shed light on ...
I recently visited Costa Rica where the native language is Spanish. Despite my high school Spanish classes and a few lessons in Babbel, I was rusty, to say the least. I got by on simple interactions like ordering food or ...
Looking for a best practice? Here’s an idea… Blog by Angela Fieler I have been focused on improving the patient experience for the better part of my adult life. Over the years, one thing I’ve learned is that a best practice doesn't ...
We get a lot of interesting requests for training and addressing specific culture issues at Baird Group, but a recent discussion still has me shaking my head. A large medical group contacted us for service excellence training. The person contacting ...
I once read a great quote, “An apology is the superglue of life. It can fix just about anything.” I don’t know where the quote originated but it became etched in my mind because of its simple truth. A simple ...
In the competitive world of healthcare, customer service has the biggest impact on an organization’s reputation and success. Your brand is a promise. It should reflect your commitment to delivering a consistent patient experience. The big question is whether your ...
In an increasingly competitive healthcare landscape, customer service remains pivotal in defining a facility's success. Often, it's the little things that make all the difference – the seemingly insignificant gestures, the empathetic responses, and the willingness to listen and receive ...
Last week, I joined my daughter on a business trip to take care of her three children while she conducted a two-day workshop in Atlanta. What I didn't realize when we departed, is that the trip would turn into a ...
