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 ...
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 ...
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 ...
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 ...
Posted by Angela Fieler I had the opportunity to observe a primary care physician interact with an elderly patient yesterday. The physician was sitting at eye level with the patient, making good eye contact, and asking open-ended questions. He seemed to ...
There are millions of things healthcare providers can learn from lab values and imaging results. But it’s important to remember that those are indicators of the physical condition and not a whole person’s condition. A blood panel won’t confirm that ...
We often hear people say, “Keep your eye on the prize,” in reference to goals. In patient experience terms, that “prize” often refers to the patient satisfaction scores. The problem with this line of thought is that it places the score ...
Posted by Kristin Baird After touring hundreds of hospitals and healthcare facilities in the course of my career, I am still amazed at the number of handmade signs taped on doors, windows, and walls. My collection of photographs range from comical ...
Posted by Kristin Baird Have you ever had someone give you truth that shocked or embarrassed you, but you knew it was for your own good? Whether it’s spinach in your teeth or the proverbial toilet paper on your shoe, you ...
Posted by Kristin Baird The TV commercials look great. The website is up and is getting rave reviews. The growth strategy and marketing plans are on schedule, but patient volume remains the same. What is happening? Chances are good that you ...
