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: Creative Confidence: Unleashing the Creative Potential Within by Tom & David Kelley

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There has been increasing talk about innovation in healthcare over the past few years. Healthcare needs a more human-centered design in order to serve our patients and become more efficient. Authors Tom Kelley and his brother David, founders of IDEO, remind us all that creativity isn’t limited to designers. We are all creative but may need a little more creative confidence. Continue Reading...

Taking a Seat at the Table

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There’s a new role emerging in hospitals and health systems around the country: the Patient Experience Professional (PXP). That title varies from organization to organization and may be classified as a manager, coordinator, or even CXO. The PXP is a person appointed to lead the patient experience strategy and a corresponding improvement in HCAHPS scores. Whether promoted from within or hired from outside the organization, the person selected to fill this role is likely to feel an initial rush of exhilaration, soon to be followed by a sinking feeling of “now what?” Continue Reading...

Good Read: 10 Reasons Why Healthcare Resists Change by Kriss Barlow; LinkedIn Pulse

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I read Kriss Barlow’s blog and felt it really hits home about why we hate change. For anyone who has tried to drag an organization kicking and screaming into making positive improvements, this one’s for you. Continue Reading...

Revenue Cycle and the Patient Experience

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Our medical mystery shopping work for hospitals and medical practices around the country has yielded some eye-opening insights, for both us and our clients. Foundationally, for any organization, it’s virtually impossible to understand the customer experience from the inside; they’re simply too close to the organization. Continue Reading...

5-Star Rating Comes from 5-Star Leadership

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In April, the Centers for Medicare and Medicaid Services (CMS) released the 5-star rating system for patient satisfaction. It’s a simplified approach to reporting The Hospital Consumer Assessment of Healthcare Providers and Systems (HCAHPS) in a way that will, hopefully, be easier for the public to understand. The mandate is clear: healthcare consumers want an easy-to-understand means of identifying the organizations and clinicians that provide the best care and service, which most healthcare organizations are committed to doing. Continue Reading...

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