Do you work here?
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 ...
Culture Catalyst Blog & Articles
This is what ownership looks like!
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 ...
Example spreads like flesh-eating bacteria
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 ...
Proud to be Average?
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 ...
Marketing and Patient Experience – Guardians of the Brand
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 ...
Service Heroes are Often Quiet
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 ...
Watch the Hassle-Factor in Patient Experience
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 – ...
Patient-Centered? Look More Closely.
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 ...
An Apology is Like Superglue – It Can Fix Just About Anything
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 ...
Nurse Communication and Ratings of Care
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 ...
