Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Someone once defined integrity for me as, “Doing the right thing even when no one is watching.”  Integrity then, is a close first cousin to ownership. If your team members take ownership and believe in the organization’s mission, vision and values; there’s no doubt that they will do what’s right even when no one is […] The post Even When No One is Looking appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • This time of year, you can hardly escape discussions and articles about New Year’s resolutions. While resolutions are good for defining aspirations, they are notorious for being broken and forgotten within a few weeks. Don’t get me wrong; I’m not saying that you shouldn’t set resolutions. I think they can be a great starting point […] The post It’s not resolutions, but resolve that will help impro...

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Each person has the power to create a better patient experience and it all starts with a personal commitment. The post The Power of One isn’t Complicated appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • One of my biggest pet peeves is receiving lousy customer service from any organization that brags up a commitment to their values. When a company boldly posts their values for all to see, they had better be ready to stand up and deliver. Not long ago I was taking a family member for a medical […] The post How are you keeping values front and center? appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post

Empathy Takes Courage

  • Providers can learn to be more empathetic, but must be willing to allow themselves to be vulnerable. The post Empathy Takes Courage appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • How fast do you size up another person? The research says it takes seven seconds to form a first impression. But in that time, you may also be slipping into judgements about others. Judgements that could be keeping you from achieving real empathy. In order to be truly empathetic, a person needs to be able […] The post Judgmental Thinking Stops Empathy in its Tracks appeared first on Baird Group Bl...

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Practicing mindfulness in healthcare is a great way to improve the experience for both the patient and the provider. The post Mindfulness – a Gift for Both the Patient and Provider appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Appointment requests don't have to be a dead end experience for potential patients. Call attendants who learn how to say no without saying no can create raving fans. The post The Art of Saying No Without Saying No appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Patients share their experiences in social media so word spreads fast. Work to create experiences that build your reputation. The post Patient Experiences Spread through Word of Mouse appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Fostering your own sense of gratitude will not only make you happier, it can impact the culture. There is a science behind gratitude, but it takes practice. The post Want a Better Culture? Foster Gratitude appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Patient experience leaders are change managers and must be resilient and adept at managing resistance. These 3 tips help navigate change in the face of resistance. The post That’ll Never Work (And Other Enthusiasm Killers) appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Empathy is crucial to a great patient experience but requires vulnerability. The empathizer must be able to step into the emotion. The post Empathy takes vulnerability appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Physicians must understand that patients expect more than competent care. The patient experience is so much more. The post Are You Still Aiming for the Bare Minimum? appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Service recovery training means more than giving out gift cards. It means helping staff spot potential problems and take action. The post Spotting Service Recovery Opportunities appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Policies give structure, but empathy determines how the patient will remember the experience. The post A Policy Won’t Guarantee Empathy appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Healthcare organizations want high reliability in safety and quality. The same principles can be applied to patient experience. The post High Reliability and the Patient Experience appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post

Progress is No Excuse

  • If your culture accepts excuses, you could be stifling progress. The post Progress is No Excuse appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Best practices, no matter how effective elsewhere will not stick without a conducive culture. The post Culture, Not Tactics, Shape the Patient Experience appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Acts of kindness in healthcare aren't random. They're thoughtful, purposeful and often memorable. The post Deliberate Acts of Kindness appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Closing in on the final quarter of 2017 is the perfect time to re-assess your patient experience improvement plan. These key questions will help evaluate where you may need assistance. The post Is your patient experience plan like herding cats? appeared first on Baird Group Blog.

Baird Group (Baird Consulting, Inc.)
Baird Group (Baird Consulting, Inc.)
Blog Post
  • Right now, somewhere in your organization, a phone is ringing. The patient experience when that call is answered can, and does, have an impact on your reputation and, ultimately, your bottom line. We’ve seen healthcare organizations spend thousands of dollars on ad campaigns that tout the merits of high quality, compassionate and personalized health care […] The post Your Call is (not that) Import...

Out-Market Your Competitors?

Get complete competitive insights on over 2.2 million companies to drive your marketing strategy.

Create Free Account Log in

By signing up, you agree to the Terms of Service and Privacy Policy.

Out-Market Your Competitors

Get complete competitive insights on over 2.2 million companies to drive your marketing strategy.

Create Free Account

Already a user?  Log in

By signing up, you agree to the Terms of Service and Privacy Policy.