Mystery Shopping in Healthcare
Published July 22, 2019
Kristin Baird, RN, BSN, MHA, President/CEO of the Baird Group, explains that mystery shopping is a valuable addition to survey data because it moves data from the head to the heart which is much more likely to incite change.
Related content
-
Environment & Hospitality
In-Language Communication Improves Patient & Family Experience
Published April 10, 2023
In this case study, a children’s hospital shares how a partnership with a language interpretation service company enabled their organization to better support the diverse languages of those they serve through improved communication.
Learn more -
Environment & Hospitality
The Long Road to Dentistry
Published February 27, 2023
Lacie N. Bourland, MBA, M.Ed., CPXP Senior Director, Development & Strategy BlueTree Dental Is it a long road to dentistry or more of a roundabout into dentistry? Either way, here I am! My name is Lacie Bourland. I am a 40-something single parent of the most beautiful seven-year-old girl. I am a rural native of
Learn more -
Environment & Hospitality
Words Matter: Transforming Care Through Better Communication
Published July 8, 2025
In this episode of To Care Is Human, Terri Ipsen talks with Susan Osborne about the power of words in healthcare. Based on her PX blog, “What to say instead of…,” Susan shares practical tips and real examples of how small language changes can ease anxiety, build trust, and improve patient experience. Learn how intentional
Learn more
Ask questions, share insights and connect with other experience leaders.
PX ConnectBecome a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events
Become a member for access to this resource and more:
- Live and On-demand Webinars and Connection Calls
- PX Papers, Case Studies and Research Reports
- PX Connect Online Community
- Discounts on Learning Programs and Events