Susan is the author of Managing Patient Expectations: The Art of Finding & Keeping Loyal Patients. Her book has ranked # 3 on Amazon’s list of top sellers in the general medicine category. She is also the author of Split-Second Kindness: Making a Difference When Time is Limited. From 2008 until 2011, Susan served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award, the nation’s highest award for organizational quality. Susan is a dynamic speaker who is known for providing realistic approaches that can be implemented quickly.