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!

Four Secrets to Making Service Training Stick

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Providing an exceptional patient experience is at the top of most healthcare leaders’ “to do” list these days and for many good reasons. First, caring for patients is what drew most of us into the profession. Second, it’s simply the right thing to do. Finally, HCAHPS and Value Based Purchasing (VBP) have added financial accountability to the mix. If we can’t provide solid service and positive outcomes, our reimbursement will be effected. Continue Reading...

Good Read: Culture is not the Culprit

The cover story of the April 2016 Harvard Business Review is titled "Culture is not the Culprit." The sub-title is "When organizations are in crisis, it's usually because the business is broken.” In the article, authors Jay W. Lorsch and Emily McTague recap interviews with four different transformational leaders, CEOs who led their organizations through complex integrations, financial difficulties, or both. Continue Reading...

Good Read: Can Your Employees Speak Freely?

At Baird Group, as we work with organizations to transform their cultures and improve the patient experience, a key strategy we discuss is employee input. So when I saw a recent Harvard Business Review article, Can Your Employees Really Speak Freely?, by James R. Detert and Ethan R. Burris (January-February 2016), it piqued my interest. Continue Reading...

No Pass Zone Fuels a Patient Centered Culture

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Picture this. You’re a patient in a hospital and you’ve dropped your reading glasses on the floor. You can’t get out of bed. You’re not in dire straits, but you’re bored—you can’t read without your glasses. You’ve turned on your call light and you’ve seen a number of people walk past your door. Nobody has stopped in to check on you. Continue Reading...

Good Read: Everyone Builds the Brand by Stephanie Helline

Author Stephanie Helline captures key concepts from the SHSMD conference. The focus of this white paper is how everyone in the organization helps build the brand. Continue Reading...

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