Healthcare Speakers

Research shows that it’s often the little things that have the greatest impact on the patient experience with their providers. Survey data alone isn’t always helpful in knowing what needs to change. This two-hour session focuses on four best practices to improve provider/patient encounters. Practice scenarios provide opportunities to test skills and get feedback.

Providers will:

• Examine how patients judge the experience with their provider
• Define four best practice categories
• Review and practice specific skills in each best practice category
• Identify opportunities for performance improvement and set personal goals

The Nurse/Patient Partnership is a comprehensive, engaging approach to training designed by nurses, for nurses. Interactive content in the staff nurse sessions helps these professionals achieve improved communication and better patient experience, and the nurse leaders’ session shows leaders how to build accountability, provide feedback, and improve nurse retention.

Staff Sessions:

• Define the desired patient experience and raise empathy for the patient and family
• Examine how nurses influence the patient experience (and, ultimately, HCAHPS scores)
• Explore four essentials of a positive, memorable patient experience
• Review GREAT CARE as a tool for systematically managing patient encounters
• Practice GREAT CARE using role play scenarios
• Create a personal action plan for success

Nurse Leader Session:

• Review the Nurse/Patient Partnership curriculum
• Examine the nurse leader’s unique role in improving the patient experience
• Learn a simple but memorable coaching method to hold staff accountable

So, how do we get your customer service training to stick like glue? Kristin Baird created training modules for healthcare employees that teach essential skills and help them see their individual role in delivering great customer service. Not every person who works in a healthcare organization takes care of patients, but everyone has customers. Each encounter is an opportunity to be the face of the organization. This licensed training product gives you the tools to sustain your own, ongoing, customized classes. Train-the-trainer sessions, led by Kristin, equip your in-house trainers.

Power of One teaches all healthcare staff:

• The power each person has in shaping the experience
• How to show empathy in words and actions
• The behavioral standards for service excellence
• How to take ownership

Power of One teaches leaders to coach, mentor, model, manage and even hire to build a culture of healthcare customer service excellence.

Every healthcare interaction should foster trust, but sometimes you fail to live up to a patient’s or family’s expectations. These service failures. When managed well, can help turn raging critics into raving fans. Did you know… When a customer has a complaint that is handled well as a service recovery, they are statistically likely to be more of a fan of your organization than if everything had gone well in the first place. Learn how to create lasting supporters with Baird’s A+ Service Recovery Training.

This two-hour, hands-on service recovery training session is designed for healthcare employees at all levels. Baird Group uses stories, examples, and practice scenarios to inspire, motivate, and educate participants on how to spot service recovery opportunities and take appropriate action with confidence.

The A+ Service recovery system is more than a one-and-done training. The packaging includes:

• Leader training to become service recovery coaches
• Frontline training to build service recovery skills
• Guidelines for setting organization-wide expectations and actions
• Frontline Training

You’ve got plenty of HCAHPS and employee engagement survey data. You’ve tried all the “best practice” tactics for improving patient experience. So why aren’t you seeing improvements? The answer is in your culture. Kristin Baird’s proprietary culture assessment takes a deep dive into the organizational culture to reveal common beliefs and attitudes that could be supporting the strategy or sabotaging your efforts for improving patient experience and satisfaction. Then we deliver the kind truth. Using interviews, focus groups, mystery shopping and systems review, Baird Group makes an accurate diagnosis of your organization’s culture, helping to guide your steps with a roadmap designed to close the gaps and improve the patient experience.