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ОглавлениеRaising the Bar
on
Service Excellence
The Health Care Leader's Guide to Putting Passion into Practice
By Kristin Baird, RN, BSN, MHA
Golden Lamp Press
Copyright 2011 Kristin Baird,
All rights reserved.
Published in eBook format by eBookIt.com
ISBN-13: 978-1-4566-0117-1
Permission to reproduce or transmit in any form or by any means, electronic or mechanical, including photocopying and recording, or by an information storage and retrieval system, must be obtained by writing to the publisher at the address below:
Golden Lamp Press
P.O. Box 622
Fort Atkinson, WI 53538
This is a non-fiction publication. Patient names have been changed to protect confidentiality. Hospital or organization names may have been omitted for confidentiality upon request of the interviewee or by discretion of the author.
Credits
Editor: Teresa Peneguy Paprock
Cover Design: Mark Dziewior
Acknowledgments
No real accomplishments in life happen without support. In life and in business, I have been infinitely blessed with people who have encouraged me, taught me, supported me, challenged me, picked me up when I fell flat and rejoiced with me over successes large and small. There are really too many to mention here, so I will limit the list to those who were directly involved in this book. For those who I don't mention by name; hopefully you know who you are. Please know how grateful I am for your love and support.
I want to thank Kevin Stranberg who has been my right hand in consulting for the past four years. Your friendship and support mean the world to me. Gretchen Olsen, my sister and executive assistant has been my lifesaver. Thanks for keeping my life in order. To my editor, Teresa Peneguy Paprock. Thanks for making the tight deadlines. To Audrey Fixmer, Rob Fixmer, and Bridget Nsibirwa who not only edited this book, but in the process, helped me to grow as a writer. Thank you for sharing your skills and helping me to improve mine. Mom and Rob, forgive me for not acquiring the grammar and punctuation gene. I'm still learning.
To Quint Studer for being a mentor in my early career and for writing the foreword.
My network of colleagues helped me find the great stories and people that enriched this book. So many people shared their successes and lessons to deepen the content of this book with their stories. The following pages are filled with your wisdom.
And finally, I thank my husband and designer Mark Dziewior. Your love and support are everything to me. Thank you for taking my words and making them beautiful. Your encouragement makes me believe in myself. Your artistic skills make my ideas a reality in print. Even though you are a skilled painter and sculptor, you still step up to help me at every turn. I am blessed to have you in my life.
To Elizabeth, Gretchen, Rob and Tom. Here's to remission, recovery and resiliency. Your struggles remind me why I need to do this work.
Foreword
In early civilization, fire was essential to life. People used fires to keep warm, cook food, light the way in darkness, and protect themselves from enemies. Without fire, people would perish.
Within each village, there were people whose primary job was to keep the fire burning. They tended to the fires themselves. But they also knew that one day the job would need to be done by someone else. So they taught others how to carry on the practice of keeping the flame burning, which allowed villages to prosper and grow, for years and years to come.
Today, the places where people spend the most time during their days are no longer their villages. It is their workplaces. But just like villages of old, the modern workplace still needs fire starters. Why? Because sometimes we lose our way and need to find the light again. The fire starters in our workplaces help rekindle our flame, our passion, and reconnect us to why we do what we do.
Healthcare organizations are no different. As I travel the country, I meet nurses who say they knew they wanted to be a nurse when they were six years old. They entered the profession at 22, eager to make a difference in the lives of patients and their families. But some of them got discouraged as their careers advanced. Sometimes they find themselves needing a fire starter to help rekindle their passion, that same passion that they had when they were six and 22. It's still there; they just haven't tapped into it in a while. I have met doctors with similar stories, as well as CEO's, respiratory therapists and housekeepers.
Kristin is a modern day fire starter. I have always been impressed by her passion and caring. Having worked with her and having followed her career over the years, it is clear that she has a long-term commitment to making healthcare better. It is wonderful that she has taken the time to compile the practical tips and stories of success that she has gathered over the years into this book. I think it will help reignite some fires, maybe yours.
– Quint Studer
Founder & CEO, Studer Group
About the Author
Kristin Baird is a highly sought after healthcare consultant and speaker. Baird’s passion and perspective are based on thirty years of healthcare expertise, ranging from clinical nursing, to marketing and hospital administration.
Baird provides her health care clients with innovative service strategies, mystery shopping and employee engagement techniques. Baird is a widely published author and renowned industry speaker. Her passion for excellence is demonstrated through various articles and books, including “Customer Service in Healthcare – a Grassroots Approach to Creating a Culture of Service Excellence” and “Reclaiming the PassionStories that Celebrate the Essence of Nursing”.
Baird earned a Bachelor of Science degree in nursing from the University of Wisconsin–Madison and a Master of Science degree in Health Services Administration from Cardinal Stritch University in Milwaukee, Wisconsin.
“Persistence is the twin sister of excellence. One is a matter of quality; the other, a matter of time.
-Marabel Morgan,
“The Electric Woman”
