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!
Aligning Promises with Patient Experience: Minding the gap
Identifying what it is you wish to be is just the starting point in delivering a great patient experience. That statement, in fact, represents your vision—or it should. Your vision for excellence should obviously be reflected in all of your marketing and communication materials. But there’s more to living your mission and vision than simply telling people what those are. Continue Reading...
5 Ways to Cement Service Mindedness throughout Your Organization
The Baird team is frequently asked to consult with hospitals and systems that want to improve their HCAHPS scores. The first thing we evaluate is whether or not the focus is on the scores or the experience behind the scores. Exceptional patient experiences are not the result of a one-time training event or award ceremony. To be sustainable, great scores require ongoing communication, coaching, modeling, monitoring, and reinforcement. Following are 5 ways to cement service mindedness throughout your organization.... Continue Reading...
How Hourly C.A.R.E. Rounds Can Positively Impact Your HCAHPS Scores
Rounding is nothing new in healthcare. It’s as old as some medical facilities themselves and also was a tactic used by Florence Nightingale as she went from one soldier to the next to provide care during the Crimean War! Rounding has traditionally been seen as a way to move efficiently between patients when there was more than a 1:1 ratio of providers to patients. It ensures that providers can move from one patient to the next to keep tabs on each patient’s status. Continue Reading...
Good Read: Smile Guide by Paul Spiegelman
Does your culture promote employee engagement? Peter Drucker said, "Culture eats strategy for breakfast," or, in other words, you can have the most comprehensive strategic plan in business history, but it won't gain an ounce of traction without a culture that is aligned well enough to execute that strategy. And alignment comes down to people. Continue Reading...
Improve Your HCAHPS Scores with GREAT Communication
Effective communication is absolutely critical to a positive, loyalty-building patient experience. And when the patient experience is great, your HCAHPS scores are likely to follow. But remember, the patient experience is really about more than getting great scores—it’s about delivering great care that will earn you the top scores. We use the acronym GREAT to help coach and counsel healthcare organizations on how to boost not only scores but organize optimal encounters with patients and family members. Continue Reading...