Susan Keane Baker

Susan Keane Baker is an author and speaker who has done presentations in 49 states and many foreign countries. Susan is a Certified Speaking Professional (CSP), which is the highest earned designation of the speaking profession. She is the author of six books including: Managing Patient Expectations, “I’m Sorry to Hear That…” Real Life Responses to Patients’ 101 Most Common Complaints About Health Care, The Credibility/Likeability Makeover, Higher HCAHPS Scores: The Willing to Recommend Approach,  of Recommended, How Hospital Leaders Can Increase Survey Returns and Encourage Patient Testimonials, and Split-Second Kindness: Making a Difference When Time is Limited.

A former hospital vice president, Susan attained the designation of Fellow of the American Society for Healthcare Risk Management and Fellow of the American College of Healthcare Executives. She has served as a member of the Board of Examiners for the Malcolm Baldrige National Quality Award and is currently a commissioner on the Connecticut State Commission on Medicolegal Investigations.