Posted by Kristin Baird Face masks are part of the patient experience in a COVID-19 world. But this is the time to stress the importance of eye contact as well as verbal communication skills with every team member who comes in ...
Posted by Kristin Baird I just found out that I have skin cancer, but honestly, that news isn’t as painful as trying to get a call back with my results. Here’s how the ordeal played out. Golf has a lot of wonderful ...
Posted by Kristin Baird Wait time in healthcare settings matter on two important fronts. One is the wait time to get an appointment, and the other is the wait time in the waiting room. Last year, we did tens of thousands of ...
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 Yesterday I was in a department store, poring through the racks, looking for a simple, white blouse. Mind you, I could have gone online and browsed a million sites, but I wanted to be able to feel ...
Posted by Kristin Baird Organizations that want to achieve the best possible patient experience need everyone on board and taking ownership of the experience. Ownership can’t be lip service. Ownership must be woven into the fabric of the culture and daily ...
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 Yesterday I was at a stoplight behind a car with bumper stickers that said, “Proud parent of an honor student.” We love to celebrate success, don’t we? You won’t see bumper stickers boasting about a student getting ...
Posted by Kristin Baird Healthcare is notorious for its silos. And, to be honest, the silos are often the result of one department or specialty not knowing, understanding, and respecting the expertise of the other. Having worked on both the clinical ...
I love hearing and sharing stories of service heroes. These stories are heart-warming and inspirational, but all too often go untold. That’s because most truly service-minded people take action based on their values, not to get applause. They quietly go ...
