In this interview I am interviewing with Susan Keane Baker, healthcare industry speaker and author of Managing Patient Expectations.  We are discussing improving patient engagement using Susan’s 4-part plan.  We also talk about what works in a practice setting for patient satisfaction and also what doesn’t when talking with employees about behavior with patients.  Susan provides some great examples during this episode of how to implement these techniques with staff to help patient satisfaction improve.

Susan Keane Baker is the author of several books, including Managing Patient Expectations:  The Art of Finding & Keeping Loyal Patients.  Her book has been # 3 on Amazon.com‘s list of 100 top sellers in the general medicine category.  She speaks for healthcare associations and healthcare organizations that want to be known for exceptional patient experiences and with people who want happier patients.  Susan’s professional experience includes seventeen years in Vice President positions at hospitals in New York and Connecticut.  From 2008 to 2011, she served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award, our nation’s highest award for organizational quality.  

Susan is the creator of a free e-course on creating and sustaining a culture of service excellence.  The free e-course is available at her website, www.susanbaker.com.