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!

Love the Ones You're With!

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No one will argue that empathy is at the heart of a great patient experience. In fact, many healthcare organizations provide empathy training to enhance awareness and build essential verbal and nonverbal skills. But empathy is just as important to good co-worker relationships. Just think about how many times you have felt misunderstood by a co-worker or boss. Maybe you felt that you just didn’t get the other person. Or that they didn’t understand you. Continue Reading...

Reflections from the Field: From Silos to Synergy

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Readers of this newsletter know that at Baird Group, our passion is to support our clients in transforming culture and improving the patient experience. As we work with our clients to assess their cultures, a key theme often emerges as we ask stakeholders to "grade" service in the organization. Most often, we see participants grade their own department highest, the organization as a whole second, and "internal customer service" lowest. Continue Reading...

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...

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