August 6th, 2024
I was recently looking for a new doctor and went to a health system’s website to find one I might want to connect with. I found one, and reached out through the site’s online scheduling option to set up an ...
January 5th, 2024
As long as healthcare leaders have measured patient experience, they’ve seen a strong correlation between nurse communication and the overall experience. After 25 years of conducting communication skill training for nurses, I have made a few important observations about the subject, ...
October 28th, 2021
Earlier this month, I presented at the HMPS conference in Miami on the topic of customer experience. The audience was primarily healthcare strategists from all over the country. I was surrounded by some of the brightest and best strategists and ...
July 15th, 2021
Create a Well Founded Service Recovery Culture - 3 Essentials for Success
Written By: Kristin Baird, RN, BSN, MHA
It takes more than smile lessons and a pocket full of gift cards to create a well-founded service recovery culture. There are three ...
August 19th, 2020
Patients gain confidence when healthcare organizations deliver on their promises. This starts with the first impression, and appointment access. But the minute you let down the consumer with misleading information, you lose credibility. This happens frequently when providers taut that ...
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 ...
May 7th, 2019
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 ...
April 30th, 2019
Innovations in technology have helped to make great strides in improving the patient experience. That is, when they are used. Take the patient portal for example. My team and I recently conducted patient focus groups in three unique markets to ...