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: 8 Ways to Improve Patient Satisfaction, Patient Experience And (By The Way) HCAHPS Scores

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Journalist Micah Solomon writes on what actually improves the patient satisfaction, patient experience, and HCAHPS scores... Continue Reading...

3 Keys to Success in 2015: Priority, People, Processes

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As we move into 2015, the future of healthcare remains uncertain as the ACA continues to firmly take hold. There are some things we can count on though... Continue Reading...

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...

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