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: 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...

It's Not a Holiday for Everyone

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In healthcare environments, there’s a bit of a yin and yang to the holiday experience. Staff, and even clinicians can be particularly jovial this time of year, which is generally a good thing, but patients who find themselves ill, or hospitalized, over the holidays may not always appreciate that joviality. Continue Reading...

Love the Ones You're With!

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No one will argue that empathy is at the heart of a great patient experience. In fact, many healthcare organizations provide empathy training to enhance awareness and build essential verbal and nonverbal skills. But empathy is just as important to good co-worker relationships. Just think about how many times you have felt misunderstood by a co-worker or boss. Maybe you felt that you just didn’t get the other person. Or that they didn’t understand you. Continue Reading...

Reflections from the Field: From Silos to Synergy

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Readers of this newsletter know that at Baird Group, our passion is to support our clients in transforming culture and improving the patient experience. As we work with our clients to assess their cultures, a key theme often emerges as we ask stakeholders to "grade" service in the organization. Most often, we see participants grade their own department highest, the organization as a whole second, and "internal customer service" lowest. Continue Reading...

Good Read: Patient Experience: The Importance of Care, Communication, and Compassion in the Hospital

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In my role as a healthcare consultant, I often say, “We are human beings caring for human beings.” I am always looking for stories from caregivers or patients that serve to illustrate the point. In his book, The Patient Experience: The Importance of Care, Communication, and Compassion in the Hospital Room, Brian Boyle provides not just stories, but thought provoking questions that I believe will help everyone in healthcare connect, or reconnect to their purpose. Continue Reading...

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