Printable Healthcare Newsletter Articles

Baird's popular monthly customer-service e-newsletter, The Patient Experience Post, provides timely feature articles, reading reviews, and tips for making your service efforts stronger than ever. Read below to see our most recent feature articles or feel free to print them for your own reference, but please include the required credit line!

Good Read: Nursing’s Role in Reducing Patient Suffering by Christy Dempsey

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Patient suffering is more than physical pain. It encompasses anxiety and other emotional responses that have a direct impact on the clinical outcomes... Continue Reading...

Mystery Shopping in Healthcare Yields "Aha Moments"

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It’s no mystery that the patient experience drives the organization’s reputation. And yet, many hospitals and medical practices remain baffled about which experiences are driving their patient satisfaction scores. This quandary was the impetus for the Baird Group establishing our medical mystery shopping division. Our goal is to drill down into ... Continue Reading...

Bypassing the Heart can Kill the Patient Experience

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When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality improvement?” Not even close . Instead, the words that most readily come to mind are words like: “Survey.” “Score.” Or even “Punishment.” I’ve literally spoken to thousands of nurses over the past couple of years. As I give presentations or consult with groups around the country, I will often bring up the subject of HCAHPS. When I do this in a group of nurses you can almost feel a change in the room. Eyes roll. Smiles disappear. Arms fold. They can look visibly tired, or beaten down... Continue Reading...

Good Read: Customer Service Hall of Fame by Douglas A. McIntyre; 24/7 Wall St.

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Healthcare organizations can learn a thing or two from this recent Hall of Shame list. As you read through this list, ask yourself if your hospital or system has a few common characteristics.


Good Read: Improve the Patient Experience by Consulting Models Outside of Healthcare

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There is no doubt that healthcare can gain valuable insight about customer service from organizations outside of healthcare. In this article, the author makes a strong case for benchmarking against other businesses in order to raise the bar on service excellence... Continue Reading...

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