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!


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I’ve been working in healthcare for a long time – 78% of my life, to be exact. And it seems, no matter what level of the organization I was working in or working with, there was an issue with communication. Specifically, employees of the organization complaining about how poorly leaders communicate with them. I’m sure you’ve heard statements in your organization like, “I didn’t know that.” or “No one told me that.” or “They never tell us anything,” To which you might respond, either in your head or out loud, “How could you possibly say no one told you that? I made an announcement at our last staff meeting, the CEO sent out an email, and there were posters near the time clocks and in the cafeteria.” Continue Reading...

Culture is King: But Only if You Do These Three Things

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The phrase “culture is king” is thrown around quite a bit in business circles and yet, if you talk to business leaders, you’ll find that there aren’t many who feel that the culture in their organizations is what they would like it to be. In healthcare, most of these leaders are striving for a culture of service excellence, or patient engagement, or high quality care. Many hit the mark sometimes, but not in all categories all of the time. Why? Continue Reading...

Good Read: Patient Experience: One Person At A Time

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This article by Jennifer Thew, RN (featuring Kristin Baird, RN, BSN, MHA) asks the question: “How can an organization get its arms around something as massive and variable as the patient experience? By listening to the experts – the patients.”

It's Everybody's Job: Coaching the Coaches

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Coach is a word that has multiple meanings. With football season approaching, it’s likely that the first thing to spring to mind when you hear this word is the kind of coach that leads players to victory. Historically, a coach was a horse-drawn carriage—today we still use the word coach to refer to railroad cars, or to a certain seating section on an airplane. It can be a noun when we refer to a coach. It can be a verb when we say coaching. Continue Reading...

Good Read & Reflections from the Field

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This month, you’re getting a “twofer”. A thoughtfully written blog (the “good read”) has prompted some “reflections from the field” on my part.

The blog was originally posted on August 1 by Jason Wolf, President of the Beryl Institute. In it, Jason reflects on the contributions of Dr. Kate Granger to the patient experience, particularly the importance of introductions in healthcare. Her passion led to the creation of #hellomynameis, and a movement was born.

I don’t want to steal any thunder from Jason’s powerful blog, so instead I’ll share my own reflections here. Dr. Granger’s work, and Jason’s blog, moved me because I’ve seen the impact of introductions – and of knowing someone’s name – firsthand.

As a rookie healthcare "service excellence professional" over 20 years ago, one of my first assignments was to conduct a series of introductory customer service classes for frontline staff. I created - and delivered - the content to all three shifts of hospital staff, and across all disciplines. In the class, I emphasized (click here to continue)


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