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!

Make it Match! Tearing Down the Silos That Disconnect Brand from Patient Experience

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There’s a brand/experience disconnect in many healthcare organizations (and, frankly, in many organizations across other industries as well). Here’s the challenge: There are (at least) three key players who have the potential to either contribute to this disconnect—or eliminate it: -The marketing department—the people creating the brand strategy, positioning and brand promise -The patient experience (PX) department—the people focusing on improving patient satisfaction scores and ensuring great patient experiences -Operations—the clinicians and ancillary staff that deal directly with patients and other customers every day Continue Reading...

Good Listens: Data Mining to Understand the Patient Experience

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If there is one thing I get excited about as a marketer, it is data. I still remember my marketing professor in college constantly saying, “show me the data.” If I learned anything from that course, it is to do lots, and lots, of quantitative, and qualitative research. Marcus Lemonis has made a name for himself as CEO of Camping World, and host of MSNBC’s The Profit. My most recently binge watched show, focuses on Lemonis going in and saving, or expanding, a small business. What fascinates me, is how he makes decisions, and the analytical process behind them. Needless to say, when I saw he was a guest on one of the podcasts I listen to, talking about data, I was interested. Continue Reading...

Lessons from the field: Do you really understand?

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In our Power of One training, we spend a lot of time talking about empathy: what it is, how to express it verbally and non-verbally, and what the barriers there are to demonstrating empathy. We do several interactive activities to drive home the message and invariably, someone says, “I never say, ‘I understand,’ because there’s no way I can – I’m not them.” And almost always, someone else replies, “But what if you’ve gone through the same thing? Then you can say you understand, because you do.” Continue Reading...

The 3 Essentials of Re-Recruiting Your Top Performers

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How long does that heady rush that you feel when you land a top candidate last? A few months? A year? More? How about that sinking feeling you get when you realize that one of your top performers is heading for a new opportunity elsewhere? — an opportunity that provides them with the encouragement, engagement and ongoing challenges that are lacking under your management. And why are they lacking under your leadership? —because you’re frankly too busy dealing with the poor performers. Continue Reading...

The Big Benefits of Shadow Coaching for Improving the Patient Experience

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Every day physicians, nurses and other providers engage in multiple interactions with patients, family members and other staff members. Those interactions have a significant impact on the relationships between providers and those they encounter. Unfortunately, though, providers rarely get feedback on how those interactions went—what they did well, what they might improve, or how they may have been perceived by those with whom they interacted. Shadow coaching can help. Shadow coaching pairs a provider with a coach, or “shadow,” who goes along with them and observes their interactions. While it can be a little intimidating to have someone trailing you, and watching every move, in the Baird Model, healthy coaching relationships are really designed to be a supportive means of fostering learning, transformation and growth. Continue Reading...

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