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Susan Keane Baker, MHA

Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients

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Program Titles

  • Getting to 99: Achieving a Culture of Service Excellence
  • Yes! You Can Soothe, Smooth and Improve Difficult People
  • The Credibility/Likeability Makeover
  • One Great Leadership Skill: Knowing How to Inspire Discretionary Effort
  • Service Recovery Skills to Restore Patient Satisfaction
  • The World is Full of Cactus, but We Don’t Have to Sit on It
  • Your Patient or Your Guest?
  • Do You Encourage or Discourage Quality Service?

Susan Keane Baker is an expert in service quality, risk management and patient relations.

She consistently receives high marks for her energetic delivery, practical advice and professionalism.

American Medical Association’s Leadership Conference
American Academy of Family Physician’s Leadership Conference.

Her clients are almost exclusively health care organizations and hospitals. She has many years of experience in the health care industry and has served as Vice President at hospitals in New York and Connecticut, focusing on service excellence and continuous quality improvement.

She is knowledgeable about the needs of practitioners and their support staffs.

Her articles have been published in many health care publications, including American Medical News, Advance for Nurses, Advance for Nurse Practitioners, Advance for Physician Assistants, Arizona Medicine, Connecticut Medicine, Dental Economics, Family Practice Management, Family Practice News, Healthcare Review, Journal of the American Association of Occupational Health Nurses, Journal of Medical Office Management, and Medical Practice Communicator.

For number of years, she directed the quality initiatives program for a national PPO with 19 million members.

For her communications work, Susan was awarded the General Electric Circle Award and the Life Communicators Award of Excellence.

Known for providing practical, relevant content in a dynamic and enthusiastic manner, Susan will inspire your staff or association members to implement strategies that result in enhanced patient and job satisfaction.

Books by Susan Keane Baker, MHA

  • Managing Patient Expectations: The Art of Finding and Keeping Loyal Patients
  • I’m Sorry to Hear That: Real Life Responses to Patients’ 101 Most Common Complaints About Health Care

Book Susan Keane Baker, MHA for your Event!

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