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!

Bypassing the Heart can Kill the Patient Experience

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When I say “HCAHPS” to nurses, what words or phrases come to mind? “Great patient experience?” “Exceptional care?” “Quality improvement?” Not even close . Instead, the words that most readily come to mind are words like: “Survey.” “Score.” Or even “Punishment.” I’ve literally spoken to thousands of nurses over the past couple of years. As I give presentations or consult with groups around the country, I will often bring up the subject of HCAHPS. When I do this in a group of nurses you can almost feel a change in the room. Eyes roll. Smiles disappear. Arms fold. They can look visibly tired, or beaten down... Continue Reading...

Good Read: Customer Service Hall of Fame by Douglas A. McIntyre; 24/7 Wall St.

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Healthcare organizations can learn a thing or two from this recent Hall of Shame list. As you read through this list, ask yourself if your hospital or system has a few common characteristics.


Good Read: Improve the Patient Experience by Consulting Models Outside of Healthcare

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There is no doubt that healthcare can gain valuable insight about customer service from organizations outside of healthcare. In this article, the author makes a strong case for benchmarking against other businesses in order to raise the bar on service excellence... Continue Reading...

The Patient Experience at the Speed of Trust

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Over the past year I’ve had several first hand, up close, and personal experiences with healthcare delivery as I’ve assisted my mother with her radiation treatment appointments and recovery from a pulmonary embolism. While there have been some stellar examples of great patient care, most notably her exceptional oncologist and primary care physician, there have also, unfortunately, been some extremely disheartening incidents of disconnects and disappointments—both major and minor. Continue Reading...

Good Read: The Nurse Executive’s Coaching Manual by Kimberly McNally and Liz Cunningham

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Coaching is an art and a science that is learned rather than innate. Leaders need to be good coaches and I’m continually asked for coaching resources that benefit healthcare leaders. This book was chosen as this month’s good read because it is packed with useful coaching tips and skill builders. While it was written by nurses for nurses, I find the book beneficial for anyone striving to hone their coaching skills whether or not you are a nurse. If you are a leader you will find some wonderful pearls here. Continue Reading...

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