Susan Keane Baker, MHA
Susan is the author of Managing Patient Expectation, as well as 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. For seventeen years, she served as vice president of hospitals in New York and Connecticut. Susan is a dynamic speaker known for providing practical techniques that can be implemented quickly.