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!

Is Good the Enemy of Great at Your Organization

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Jim Collins is credited with the inspirational quote “good is the enemy of great.” What this statement means is that, for many organizations, they’ve unwittingly slipped into a mindset where good is good enough. They’re doing “just fine” and, therefore, there’s no need to aspire to the next level—to become “great... Continue Reading...

See Me as a Person by Mary Koloroutis and Michael Trout

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This book grabbed me in the foreword and held me throughout. What I appreciate about Mary Koloroutis and Michael Trout’s work is that it helps the reader return to the art of the patient experience. Continue Reading...

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...

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