Posted by Kristin Baird https://youtu.be/BRx3w4Ov9X4 Service recovery is an essential in improving the patient experience. When people think of service recovery, it’s common to immediately recall the most difficult situations. For example, the caller who yelled profanities about his bill, the family ...
Posted by Kristin Baird Working in healthcare takes an immense amount of technical skills especially when you work in direct patient care. After all, if you screw up an important technical task, you could hurt, or even kill someone. But it ...
Posted by Kristin Baird Have you ever gotten an obviously mass-produced form-letter telling you how unique and special you are? Do you believe these messages? Probably not. I can tolerate (but just barely) this approach from companies selling cable TV, siding, ...
We’ve all heard the saying, “You never get a second chance to make a good first impression.” While there is truth in that statement, let’s not forget the importance of the last impression. It’s the last impression that can put ...
A friend of mine recently shared a great story with me about her daughter’s recent emergency department visit. She had taken her daughter to the ED with complaints of severe stomach pain after having endoscopy. She was taken to a ...
There is no doubt that nurses carry the bulk of patient care in hospitals. And in today’s world, patients are sicker and stay for shorter periods, meaning that more must be accomplished in a shorter period of time. In addition ...
A few weeks ago we sent a mystery shopper in to an urgent care for services. Their experience demonstrated the importance of ownership in the patient experience. The woman at the reception desk didn’t look up or greet the patient. ...
Posted by Kristin Baird When my team and I are working with organizations, our ears prick up when we hear things like, “We had a patient experience program and it didn’t work.” Or, “We did a customer service program, but it ...
Last week I conducted several workshops with nurse leaders. One of the exercises we did helped them to evaluate their own positive and negative experiences as patients. As we listened and shared stores of the best and worst examples, one ...
Posted by Kristin Baird The importance of being present I wrote a series about a patient undergoing a long course of chemotherapy, a few years ago. This course of treatment was one chapter in a 30-year battle with chronic illness. What I ...
