Baird Group (Baird Consulting, Inc.)

Secret shopping (or mystery shopping) is a great way to take a deep dive into the patient experience. But did you know, CMS has mandated that all Qualified Health Plans (QHPs) do secret shopping to assess appointment access in primary care and behavioral health? Baird Group has over 20 years experience in medical mystery shopping and we're ready to help. #MysteryShopping #Secretshpping #CMS #HealthcareMysteryShopping #PatientExperience #PX https://bit.ly/3yJSEeo

One of the joys of coaching is seeing others grow as a result of their coaching. Whether they were new to management or a seasoned leader, watching them - and their staff - thrive can be very rewarding. Positive results can only be achieved when the coachee has the right mindset, though. In this week's blog, I'm sharing the five ways you can tell if you or someone else is ready to be coached, along with a personal assessment tool. Read more and take the assessment: https://lnkd.in/g4UXiWMc #Coaching #Coach #HealthcareLeader #NurseLeader #PhysicianCommunication #NurseCommunication #BairdGroup

Many organizations that create high employee engagement, retention, and profitability get there by fostering a coaching culture. Coaching isn’t only limited to formal coaching relationships. In a broader sense, it’s a means of managing, communicating, and engaging those around you. Create a coaching culture and empower everyone to own the brand promise. You’ll recognize a healthy coaching culture when you see: - Coaching flows in all directions, not just from the top down. - Peer coaching promotes problem-solving, communication, and learning. - Workers and departments are seeking customer feedback. - Every person accepts accountability and ownership. In essence, their interactions and their behaviors align with the brand promise. - A coaching culture can increase employee engagement. This, in turn, promotes both employee retention and a better patient experience. How are you promoting a coaching culture in your organization? #Coaching #CompanyCulture #Leadership #Nursing #Medicine #Hospitals #Healthcare #BairdGroup

Regardless of what the calendar says, it’s very important that healthcare organizations remain committed to providing positive patient experiences 24/7/365. That’s a mandate for every day of the year, not just on days that aren’t holidays. In healthcare circles, we sometimes jokingly talk about the four different hospitals we maintain—the daytime hospital, the nighttime hospital, the weekend hospital and the holiday hospital. Behind that joking is the acknowledgment that the patient experience varies based on time of year, day of week, and time of day. That shouldn’t be the case! We’ve grown to accept these variances in healthcare—to think that it’s just a normal function of the industry. It’s not okay! We need to adhere to our standards of care every day of the year, at all times of the day. As a nurse, and a champion of the patient experience, it just seems unconscionable to me that anyone would have to wait for care simply because their healthcare need emerged during the holiday season. #PatientExperience #Healthcare #Leadership #BairdGroup

One of the keys to effective training lies in relevance. Training cannot, and should not, be a one-size-fits-all approach. Before designing training, it's important to get a firm grasp of what people know now, their existing beliefs, and their attitudes on the subject. This step is often skipped because leaders feel they already know the problem and want to fix it fast. In the end, one-size-fits-all trainings that are presented more as special events add up to wasted time, effort, and money. Instead, plan a behavior-based skill development to help your organization live the brand, mission, vision, and values. Research shows that training tailored to the individual's needs and interests significantly enhances retention rates. #ProfessionalDevelopment #Training #OnTheJobTraining #HumanResources #Healthcare #BairdGroup

It sounds cliche, but it's true - one bad apple really does spoil the bunch. I've talked with many leaders over the years that have lost good workers because they hired the wrong person. They hired who they clicked with, or who they thought brought a new skill into the department. While skills and personality are important, it's more important to objectively assess each candidate with carefully designed questions. What's the secret? I'm sharing my steps to hiring right in this week's blog. https://ed.gr/dulw3 #hiring #recruiting #humanresources #healthcareleader #employeengagement

Every minute of every day, managers endorse behaviors either actively or passively. The question is…is it good behavior that should continue, or is it bad behavior that should be stopped? When leaders choose not to confront and stop bad behaviors, they passively endorse them. Ultimately, this erodes the culture and the leader’s credibility. Disengagement is contagious, and I’ve seen it run rampant in organizations. Your star performers see that some employees get away with the bare minimum and wonder if you are serious about standards or if they are mere suggestions. They see it, and if it continues for too long, they’ll grow to resent it or find another organization more aligned with their values. #Leadership #LeadershipDevelopment #Management #Healthcare #Hospitals #EmployeeEngagement #LeadershipCulture #BairdGroup

According to NexGoal, "When you step up, you are encouraging others to do the same. Whether you are in a leadership position or not, any employee with a position of responsibility can set a precedent for overall employee performance." Read more here: https://lnkd.in/gMZ9Eu4m #Culture #CompanyCulture #CultureShift #OrganizationalChange #BairdGroup

Everyone wants to get the most for their training dollar, but that's easier said than done. I regularly see organizations that are guilty of one of the Seven Deadly Training Sins. Here's why training fails: ❌ Hosting one-and-done events with no on-the-job coaching or reinforcement ❌ Telling everyone it's mandatory without connecting to purpose ❌ Not making it relevant to the trainees work ❌ Not respecting what staff already knows and building from there ❌ Sending people back to departments where nothing from training is applied or reinforced ❌ Not addressing barriers ❌ Giving too much information all at once (ie. the firehose) Are you guilty of any of these? #Training #TrainingAndDevleopment #HumanResources #Healthcare #Leaderhip #BairdGroup

Consistency is key to a predictably positive patient experience. During consults, when I ask questions about customer experiences, I often hear this dreaded response: "it depends." Instead of creating policies and sticking with them, "it depends" indicates tolerance of deviations, inconsistencies, and even excuses. When you start to permit "it depends" in your organizational culture, it quickly infiltrates everything - including quality, safety, and service. Read more about improving your patience experience - and these two most dangerous words in healthcare. https://ed.gr/dunys #patientexperience #healthcareleaders #healthcare #bairdgroup