Kristin Baird
RN, BSN, MHA, CEO
WI, USWith over thirty years of experience in patient care, healthcare marketing, business development, and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. President of the Baird Group, Kristin earned a bachelor of science in Nursing from the University of Wisconsin-Madison and a master's in Health Services Administration from Cardinal Stritch University in Milwaukee, WI.
Kristin is the author of You Make the Call! Healthcare's mandate for post-discharge follow up (Golden Lamp Press, 2012), Raising the Bar on Service Excellence: The health care leader's guide to putting passion into practice (Golden Lamp Press, 2008), Reclaiming the Passion: Stories that celebrate the essence of nursing (Golden Lamp Press, 2004), and Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (Jossey Bass and American Hospital Association Publishing, 2000).
Kristin is also the creator of "Raising the Bar on Service Excellence: Step by Step," a five-part Web series designed to help healthcare leaders implement the five essential competencies for building a service-centered culture. She has worked with hundreds of healthcare clients, including hospitals, medical practices, and long-term care facilities to improve the customer experience.
Kristin received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. Her work in Washington is consistent with her passion for excellence. She brings her talent in customer service and marketing to assist the NHSC in serving the underserved.
With over thirty years of experience in patient care, healthcare marketing, business development, and administration, Kristin Baird is a talented speaker and consultant with a passion for service excellence. President of the Baird Group, Kristin earned a bachelor of science in Nursing from the University of Wisconsin-Madison and a master's in Health Services Administration from Cardinal Stritch University in Milwaukee, WI.
Kristin is the author of You Make the Call! Healthcare's mandate for post-discharge follow up (Golden Lamp Press, 2012), Raising the Bar on Service Excellence: The health care leader's guide to putting passion into practice (Golden Lamp Press, 2008), Reclaiming the Passion: Stories that celebrate the essence of nursing (Golden Lamp Press, 2004), and Customer Service in Health Care: A grassroots approach to creating a culture of service excellence (Jossey Bass and American Hospital Association Publishing, 2000).
Kristin is also the creator of "Raising the Bar on Service Excellence: Step by Step," a five-part Web series designed to help healthcare leaders implement the five essential competencies for building a service-centered culture. She has worked with hundreds of healthcare clients, including hospitals, medical practices, and long-term care facilities to improve the customer experience.
Kristin received an appointment from the Secretary of Health in 2009 to serve on the National Advisory Council for the National Health Service Corps. Her work in Washington is consistent with her passion for excellence. She brings her talent in customer service and marketing to assist the NHSC in serving the underserved.
Quality Through the Eye of the Beholder
Every encounter with your customers should build trust in your organization, yet countless prime opportunities end up eroding patient trust when employees make certain comments or simply don't engage the patient with the right words and actions at the right times. Knowing how your customers gauge quality and being able to identify specific moments of truth will help you build a loyal following and reap greater personal satisfaction in your work.
This fast-paced, fun session will...
The Nurse/Patient Partnership
Nurses are pivotal to the patient experience. As America's most trusted professional, nurses have a unique role in delivering safe, high quality, and memorable care. The Nurse/Patient Partnership encompasses a comprehensive approach that prepares both staff nurses and nurse leaders for an organized and accountable approach to improving the patient experience.
Objectives for staff nurse sessions are to:
- Define the desired patient experience and raise...
Reclaiming Your Personal Passion for Nursing
"Reclaiming Your Personal Passion for Nursing" has been adapted from Kristin Baird's best-selling book. This presentation reminds all nurses of the value and deep history of their profession, as well as the challenges and rewards that come along with being a nurse.
What will you learn?
- The power of nursing
- How to appreciate every encounter
- How to connect with patients and create memorable experiences
From Florence Nightingale to Nurse Ratchet
The nurse's role in patient satisfaction is pivotal. As those in frequent communication with patients, nurses truly are the keepers of the patient experience. In this presentation, nurse audiences will learn the value of providing great service to their patients and better understand how they can help guide and plan for consistently positive patient experiences.
What will you learn?
- What the "patient experience" means
- Service's impact on HCAHPS...
Raising the Bar on Service Excellence
Five leadership skills needed to move your organization from good to great....
Have you ever wondered why some organizations seem to master the art and science of great patient satisfaction and employee engagement while others struggle for years without progress? What is it about the successful organization that makes it rise to the top? On the flip side, what are the poor-performing organizations missing?
In this fast-paced, information-packed session, Kristin Baird...
Customer Service in Healthcare
Five steps for creating a culture of service excellence....
Baird shares the five most critical steps to creating a service-centered culture in healthcare settings. Her audiences leave energized with a multitude of take-home ideas for implementation.
Baird's passion for excellence stems from over two decades of experience in a variety of healthcare settings as a nurse, manager, and in senior leadership. A skilled an engaging storyteller, Baird shares real-life...
