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: Improving the Patient Experience: One Person at a Time by Susan E. Mazer

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For the better part of my consulting practice, I have been engaged in helping organizations improve their patients’ experiences as measured by patient surveys. Although I personally revel in analyzing survey data, I have always emphasized that survey scores are nothing more than indicators that provide one type of insight into the patient experience. Continue Reading...

Why You Shouldn’t Be “Teaching to the Test” When Trying to Boost Patient Satisfaction Scores

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“Teaching to the test” is a phrase used in education to refer to the common practice among many educators who tailor their instructions to focus on what students will find on the many standardized tests they’re required to take. It’s a practice that has been widely vilified and, recently, education advocates have called for an end to test-based teaching. Continue Reading...

Good Read: The Hidden Patient Experience by Alexandra Wilson Pecci

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This article explains how everyone has a role in the patient experience and what Cleveland Clinic and Mount Sinai Health System are doing to better understand their patient experience. Continue Reading...

3 Things All PXPs Need to do in 2016 to Advance Their PX Journey

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It’s a new role—and a challenging one—Patient Experience Professionals (PXPs) have emerged as a new focus of attention for improving the patient experience. But, while many of today’s PXPs have come from within their own healthcare organizations, often from clinical roles, they find themselves challenged to make the improvements they have been charged with. Continue Reading...

5 Counterintuitive Opportunities to Cultivate a Spirit of Gratitude

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This Thanksgiving, many will spend some time reflecting on all of the things they have to be thankful for: their families and friends, their good health—the lists go on. But, one thing we’re unlikely to put on these lists are the “not so great” things that may have happened to us over the past year. We tend to fill our gratitude lists with the “good stuff.” Continue Reading...

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