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: Service Fanatics by James Merlino, MD.

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I just read Service Fanatics, by James Merlino, MD., the former Chief Experience Officer for Cleveland Clinic. As much as I live, eat, and breathe the topic of the patient experience, you’d think I’d tire of the subject. Not so with Merlino’s account of his experience as the CXO. His use of stories keeps the reader engaged and you find yourself nodding in agreement as he reveals his trials and triumphs on the journey... Continue Reading...

Walking the Talk: What You Permit, You Promote!

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Every hospital we’ve ever worked with has a series of expectations for their staff members related to the customer experience—things like: Addressing patients by their preferred name Offering hospitality to waiting visitors Making eye contact and greeting patients and visitors in hallways and elevators Picking up and disposing of any litter or spills, or notifying housekeeping Not eating food in patient care areas or when visible to patients Continue Reading...

Good Read: The Most Underutilized Tool in Making People Happier at Work by Chester Elton; LinkedIn

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As Thanksgiving is approaching, don’t forget to express gratitude not only to your family and friends, but also to those who make your business possible, your team. Continue Reading...

Is Your PX a Real Priority or is it Lip Service? 4 Key Indicators to Evaluate your Current State

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The difference between being able to recite your mission and vision statements versus living them are significant. We’ve been hearing for years now about how concerned healthcare leaders are about the patient experience. Yet major deficits continue to prevail. Continue Reading...

Good Read: How To Build A Patient-Centered Culture In Healthcare And Medicine by Micah Solomon

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In a recent Forbes article, journalist Micah Solomon interviewed Dr. James Merlino about the core message in his new book. The underlying current is that success depends on the leadership and how that leadership nurtures an aligned culture. To read the full Forbes article, click here.

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