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: 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...

Why You Don't Want Satisfied People on Your Payroll

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Popular wisdom leads us to believe that having satisfied employees is a good thing—even a great thing. That philosophy, though, really misses the mark. If you’re only focused on satisfied employees, you’re at risk of losing your best employees and negatively impacting productivity. Continue Reading...


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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.”

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