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!

3 Steps for Engaging Physicians in the Patient Experience

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Face it. Physicians can be intimidating. Patient Experience Professionals (PXPs), though, canít afford to let intimidation keep them from providing the coaching and counseling needed to enhance the patient experience. Yes, physicians can sometimes be resistant. Yes, they can be impatient. Yes, they can even be demanding. But, theyíre in a critical position to impact the patient experience in both good, and not-so-good ways. We canít be afraid of them! Continue Reading...

HCAHPS and the Used Car Salesman

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My husband and I recently purchased an RV. Before we drove off the lot, we had a two hour introduction to our new vehicle. At the end of the session, our tutor asked us to fill out a survey about our experience. I was happy to, until he added this, ďIíll get fired if I donít get good grades.Ē I started to get into a discussion with him about the opportunity to learn from customersí experiences, but could see my husband rolling his eyes, so I left it alone, for the moment. Continue Reading...

Good Read: 3 Steps to Balance Collections and Patient Satisfaction

When it comes to patient satisfaction, don’t overlook the importance of money matters. Providing clear expectation and preparing staff to have meaningful discussions can increase patient satisfaction and collections.


Four Secrets to Making Service Training Stick

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Providing an exceptional patient experience is at the top of most healthcare leadersí ďto doĒ list these days and for many good reasons. First, caring for patients is what drew most of us into the profession. Second, itís simply the right thing to do. Finally, HCAHPS and Value Based Purchasing (VBP) have added financial accountability to the mix. If we canít provide solid service and positive outcomes, our reimbursement will be effected. Continue Reading...

Good Read: Culture is not the Culprit

The cover story of the April 2016 Harvard Business Review is titled "Culture is not the Culprit." The sub-title is "When organizations are in crisis, it's usually because the business is broken.Ē In the article, authors Jay W. Lorsch and Emily McTague recap interviews with four different transformational leaders, CEOs who led their organizations through complex integrations, financial difficulties, or both. Continue Reading...

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