October 10th, 2019
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 ...
August 29th, 2019
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 ...
August 27th, 2019
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 ...
August 13th, 2019
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 ...
July 4th, 2019
Posted by Kristin Baird
When people think about improving the patient experience, it’s important to pay close attention to the hassle factor. Here it is, 2019, and we have more apps and other communication tools than any time in history – ...
July 2nd, 2019
Posted by Kristin Baird
You could say it’s false advertising, but maybe it’s that health systems suffer from a case of “We’ve-always-done-it-this-way” that keeps them from being truly patient-centered. One of the best examples of this is when clinics schedule appointments ...
June 20th, 2019
Posted by Kristin Baird
When it comes to service recovery, after active listening, an apology is the first step toward making things right. When patients and family members are unhappy, they want to feel heard. And the last thing they need ...
June 5th, 2019
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 ...
May 23rd, 2019
Posted by Kristin Baird
Whenever we do patient experience skills training with physicians, inevitably one of them will say, “I learned this in medical school. Tell me something I don’t know.” Here’s the thing; knowing is not doing, and hearing is not ...
May 14th, 2019
Last week was Nurses Week. It thrilled me to see everything from billboards to news articles, balloons and other fanfare celebrating this great profession of ours. I didn’t want to blog about Nurses Week. I felt my words would be ...