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 ...
Posted by Kristin Baird We are such creatures of habit. It is that tendency that causes us to look past the things that can diminish a positive customer experience. Often times as a result of habituation. Habituation, defined as the diminishing of ...
Posted by Kristin Baird Culture is created and sustained by the stories told by its people. When you think about your organization, what stories are being shared? How are you seeking stories? What channels are you using to share stories that advance ...
Posted by Kristin Baird No one would argue the value of quality assurance in healthcare. It has proven to be absolutely essential in achieving high clinical standards. Because the stakes are so high it is important to be sure things are ...
Posted by Kristin Baird Have you ever checked in for a medical appointment at the scheduled time only to be left waiting? I’m willing to bet that anyone reading this blog will say yes to this question. The challenge in most ...
Posted by Kristin Baird HCAHPS has leveled the playing field when it comes to measuring patient satisfaction. But with the publicly reported scores has come a nearly obsessive focus on the numbers. I must admit that I get impatient with healthcare ...
Posted by Kristin Baird https://youtu.be/u2cqLg6GnLM Not long ago, I was doing customer service training on service recovery. One of the participants pulled me aside after the training and said, “I’ve read all this before on https://www.salesforce.com/hub/crm/crm-system-benefits/ and thought I got it. But today’s training forced ...
Posted by Kristin Baird Expanding Metrics Nearly every day I have the pleasure of talking with healthcare leaders about their patient experience improvement efforts. I see a huge amount of effort going into implementing best practices, but when it comes to measuring ...
Posted by Kristin Baird When it comes to creating a consistently positive patient experience there are three key words every leader and team member must adhere to. They are persistence, insistence and consistence. https://youtu.be/u2cqLg6GnLM It is not unusual for us to enter into ...
