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: The One Thing:The Surprisingly Simple Truth Behind Extraordinary Results by Gary Keller

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I am not an impulse shopper. I research, I compare, I weigh needs against wants; except when it comes to books. With books, I am a sucker for a beloved author, a catchy title, or an enticing jacket cover summary. And so it was with “The One Thing: The Surprisingly Simple Truth Behind Extraordinary Results” by Gary Keller, with Jay Papasan. Continue Reading...

Service Excellence: The Power of (Every) One!

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It’s not uncommon for me to be on site talking with healthcare leaders about culture and the challenges they have with creating and sustaining a positive patient experience culture. During these conversations, at least one leader will inevitably say something like: “I don’t understand it, we’ve done training. We’ve emphasized the importance of service. We’ve provided employees with guidelines and tools.” Continue Reading...

3 Important Patient Experience Resolutions That Every Healthcare Leader Should Make This Year

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A new year always seems to generate a new sense of energy in all of us. As we start a new calendar, we’re somehow heartened, inspired and motivated to make big changes and achieve great results. Unfortunately, as we all know, many of these New Year’s resolutions tend to fall by the wayside, leaving us to face the same challenges, frustrations and roadblocks that we faced the year before. Continue Reading...

Tinker Bell Doesn’t Work Here

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It is rare that I work with an organization that, at one point or another in our engagement, doesn’t ask for some kind of training. I can usually judge a healthcare organization’s commitment to creating a culture of service by the leaders’ openness to suggestions regarding not just who should be trained, but on what topics, and in what sequence. Continue Reading...

Good Read: Health Care Needs Real Competition

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It’s December 2016 and I, along with many other leaders in healthcare, would love to receive a crystal ball as a holiday gift. What will 2017 bring? There are a lot of policy “balls” up in the air, so for the moment, let’s focus on what we know. Continue Reading...

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